Technical Account Manager (TAM)

Employment Type: Full-time

Position Overview

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies.

The Technical Account Manager (TAM) serves as a key technical partner to enterprise SaaS customers. The role focuses on maximizing platform value, mitigating risks, and providing strategic technical guidance throughout the customer lifecycle. TAMs operate independently to resolve complex technical challenges and collaborate across teams to improve customer outcomes and platform adoption.

Responsibilities

Know-How in Action (Knowledge & Application)

• Act as the primary technical liaison for assigned customers, ensuring configuration best practices and platform performance.
• Participate in strategic initiatives within TAM or across Customer Success to elevate service quality and technical consistency.
• Conduct platform assessments using SQL and other data tools to generate proactive recommendations.
• Maintain a deep understanding of client-specific setups, integrations, and workflows.

Solving What Matters (Complexity & Problem Solving)

• Troubleshoot complex technical issues and coordinate escalations with internal teams to ensure resolution.
• Prepare and deliver release readiness reviews, technical impact assessments, and platform enhancement suggestions.
• Work with internal teams to conduct technical instance reviews to provide best practice recommendations and optimize performance and scalability.
• Identify patterns in customer challenges and propose iterative improvements to workflows or implementation.
• Represent Bonterra in customer summits, user forums, or advisory boards as a technical thought leader.

Trusted to Make Changes (Discretion & Impact)

• Make independent technical decisions that reduce risk and support customer stability.
• Monitor technical health indicators and proactively intervene to resolve issues before they escalate.
• Represent the technical perspective during customer check-ins, including supporting executive briefings.

Working Better Together (Collaboration & Interaction)

• Collaborate closely with Customer Success Managers (CSMs), Support, Engineering, and Product to align on customer strategy.
• Contribute to the development of customer value realization playbooks, technical guidance documentation, and enablement strategies.
• Support solution design efforts for custom or complex client use cases in partnership with Pre-Sales and Product teams.
• Share field insights with internal teams to support product improvement and knowledge transfer.

Leading for Impact (Mentorship Responsibility)

• This position does not have people management responsibilities.
• May coach/lead peers informally. Demonstrates a growth mindset and openness to feedback.

Required Minimum Qualifications

• 5+ years in a Technical Account Management, Implementation, or Customer Engineering role within a SaaS environment.
• Proficiency in SQL (Oracle PL/SQL preferred) and data analysis.
• Experience supporting enterprise customers with complex technical environments.
• Familiarity with tools such as Jira, Confluence, CRM platforms, and collaboration tools.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Demonstrated ability to manage multiple customer relationships and technical priorities concurrently in a fast-paced environment.

Preferred Qualifications

• Experience in philanthropy, grantmaking, or nonprofit sectors.

Company Information

Learn more at bonterratech.com.