Job Description:
The Technical Account Manager (TAM) is the technical face of the client experience at Wellness Coach. You will be the primary point of contact for new clients throughout their onboarding journey — leading meetings, managing email correspondence, and guiding both technical and non-technical stakeholders through the technical steps of the implementation process. From configuring SSO and SCIM provisioning to setting up eligibility files and building out a client's platform on our portal, you will own the full technical lift while keeping clients informed, confident, and on schedule.
Beyond implementation, you will remain a dedicated technical resource for clients and the CS team — helping configure wellness challenges, managing platform updates, and delivering data-driven reporting that demonstrates ROI.
What You’ll Do
- Client Onboarding & Technical Implementation:
- Serve as the primary technical point of contact for new clients.
- Collaborate closely with the assigned Customer Success Executive to ensure a seamless client experience so the CSE can lead strategic planning while you own the technical delivery.
- Manage proactive, clear email communication with client stakeholders throughout the implementation lifecycle, keeping both technical and non-technical contacts informed at the appropriate level of detail.
- Guide clients step-by-step through the full technical onboarding process, including eligibility file submission and validation, SSO configuration (Azure AD, Okta), SCIM provisioning, and platform setup on the Wellness Coach portal.
- Build and configure each new client's platform environment — setting up integrations, rewards configurations, and all relevant portal settings — while walking clients through what has been built and how it works.
- Lead technical enablement and training for client administrators on the portal, lowering the barrier to entry and accelerating time-to-value.
- Manage complex project timelines across multiple simultaneous onboardings, keeping clients aligned on milestones and proactively communicating risks before they become blockers.
- Translate technical requirements and implementation steps into clear, accessible language for non-technical client stakeholders including HR leaders and benefits managers.
- Troubleshoot and resolve technical issues during the go-live phase, communicating status updates and next steps to clients in real time.
- Ongoing Client Technical Support:
- Serve as the strategic conduit between the CS/Sales and Engineering teams, triaging complex platform needs to optimize and protect technical bandwidth.
- Manage technical platform updates and configuration changes for existing enterprise accounts, communicating changes and their impact clearly to client stakeholders.
- Reporting & Analytics:
- Own the extraction and delivery of client engagement and ROI reports, presenting findings in client-friendly formats during review calls or via email.
- Develop custom reporting templates when standard exports do not meet specific client needs.
- Maintain absolute data integrity across all reporting systems.
Requirements
- Experience: 3+ years in a client-facing Technical Account Management, Implementation, or Technical Support role within SaaS. With a track record of directly managing client relationships, not just internal technical workstreams.
- Client Communication: Proven ability to lead client-facing calls and manage ongoing technical correspondence via email. Comfortable navigating both technical IT contacts and non-technical HR or business leaders.
- Technical Proficiency: Strong proficiency in SSO, SCIM provisioning, APIs, data management, and Excel/reporting tools.
- Project Management: Proven ability to manage complex technical workstreams and timelines for multiple enterprise-level launches simultaneously.
- Communication: Ability to explain complex technical concepts to non-technical stakeholders and clients.
- Proactive Mindset: A "fixer" who not only resolves current issues but builds processes to prevent future ones.
What You’ll Bring
- Client-Facing Presence: Confidence with both technical IT contacts and non-technical HR and benefits leaders — able to lead a meeting, manage expectations, and represent Wellness Coach professionally.
- Exceptional Organization: Proven ability to manage multiple high-stakes onboarding projects simultaneously without losing sight of the details or the client relationship.
- Resilience: Ability to work well under pressure and maintain a calm, professional demeanor with clients while meeting tight deadlines.
- Technical Background: Hands-on experience with SaaS integrations, SSO configuration, SCIM provisioning, and a strong understanding of how technical product ecosystems fit together.
- Analytical Storytelling: The ability to look at engagement data and translate it into insights that are meaningful and actionable for client stakeholders — not just internal reports.
- Communication Skills: Excellent verbal and written communication skills for both client-facing conversations (Zoom, email) and internal collaboration with the CS and Sales teams.
Why Join Wellness Coach
- Make a meaningful impact on the lives of thousands of employees globally
- Join a passionate, mission-driven team that’s shaping the future of workplace wellness
- Work remotely with flexible hours and a culture that supports your personal wellbeing
- Opportunities to grow as a leader in a fast-scaling, innovative company
Wellness Coach is dedicated to diversity and inclusion and is proud to be an equal opportunity employer. We welcome all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.