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The Role: Technical Account Manager

Every year, FrontStream’s workplace giving clients run campaigns that move millions of dollars to the causes their employees care about. You’ll be the person who makes sure those campaigns actually work. As a Technical Account Manager, you own the relationship between our platform and the teams running these programs, helping them get more out of the technology so more dollars reach more nonprofits.

WHAT YOU’LL DO

·        Own renewals and retention across your portfolio of 20-30 strategic customers, managing the full customer lifecycle.

·        Consult with clients on their workplace fundraising strategy: learn their goals, recommend the right products and configuration methods, and proactively identify what they're underutilizing.

·        Project manage yearly campaign kick-offs and support clients through enrollment periods, including custom data imports, SaaS site configurations, reporting, and basic HTML.

·        Build and maintain relationships across the account: campaign managers, communications teams, payroll and HRIT representatives, and client technical staff.

·        Facilitate pledge to funding reconciliation with internal and client teams to have proper disbursement of funds to charities. You’ll be working in the nitty gritty of dollar-for-dollar reconciliation, donor charity changes and how that affects the movement of money and chasing missing files and funding with your customer contacts.

·        Work cross-functionally with FrontStream teams (Product, Funds Operations, Donor Support, and others) to support the full client experience.

·         Monitor account health and act immediately on warning signs.

WHO YOU ARE

·        You have 3+ years of experience in Technical Account Management, Customer Success, Implementation, or Solutions Engineering with SaaS platforms.

·        You’ve managed a book of 20-30 enterprise and mid-market customers, including high-touch accounts that require hands-on strategic guidance.

·        You understand relational databases and are comfortable turning raw Excel data into system imports and reports that are meaningful for clients. Comfort with pivot tables, vlookups and basic logical statements are required.

·        You’re proactive by default. You stay ahead of client deliverables and keep kick-offs on track without being asked.

·        You ask hard questions. You don’t accept “things are fine” at face value when usage is declining or a champion has left.

·        You connect product capabilities to business outcomes, not features in a vacuum.

OUR COMPANY VALUES

·        We wake up every day to serve our customers

·        We foster belonging

·        We embrace change to drive growth

·        We commit to working together

OUR AWESOME BENEFITS

·        100% Remote Work! No more “when will we have to go back into the office” worries. FrontStream supports remote employees all over North America

·        Complete health, vision, and dental insurance

·        FSA & HSA

·        No rigid vacation policy, instead FrontStream provides employees with “Responsible Time Off” – we trust you to take the time you need when you need it

·        Paid holidays

·        401(k) with employer match

DIVERSITY STATEMENT

At FrontStream, diversity is fundamental to how we grow and manage our business. We are committed to building a diverse workforce that cultivates and supports individuals of all backgrounds, and we strongly encourage people of different races, ethnicities, sexual orientations, gender identities, veterans, and persons with disabilities to apply. FrontStream is an equal opportunity employer, and we will welcome everyone to our team!

FrontStream supports over 10,000 charities and corporate customers across the globe. FrontStream is revolutionizing fundraising through its all-in-one platform, Panorama. We are the trusted provider of online fundraising and auctions, event management, donor management, and workplace giving to our international customer base. We have been serving the nonprofit sector for more than a decade, and we love what we do! FrontStream is owned by the global investment firm Marlin Equity Partners.