Note: The job is a remote job and is open to candidates in USA. Zipline is a fully remote SaaS company transforming how frontline teams work across retail, healthcare, logistics, and other industries. The Technical Account Manager serves as a technical advisor throughout the customer lifecycle, leading integrations, identity management, data services, technical consultations, escalations, documentation, and strategic technical initiatives.
Responsibilities
- Lead the implementation and delivery of standard and custom customer integrations
- Configure and support identity management solutions including SSO, SAML, SCIM, and Just-in-Time (JIT) provisioning
- Execute customer identity migrations post-launch such as UserPass to SSO, SAML to SCIM, switching of Identify Providers, etc
- Coordinate custom API integration projects with customers and Engineering teams
- Manage technical implementation timelines while ensuring successful customer outcomes
- Deliver customer implementations for GraphQL API integrations supporting Metrics Widgets
- Configure and support Resource Library sFTP integrations when implemented post-launch
- Implement and support Data Connector (BigQuery) integrations
- Lead implementation of advanced data exchange solutions and other future data products
- Consult with customers on data architecture and API best practices
- Serve as a trusted technical advisor throughout the customer lifecycle
- Conduct customer consultation sessions around: + Custom API integrations + Integration architecture + Reporting capabilities + Data services + Platform best practices
- Translate business requirements into scalable technical solutions
- Identify opportunities to improve customer workflows through integrations and automation
- Partner with Sales and Solutions Consulting during the sales cycle by answering technical questions, participating in discovery sessions and reviewing integration and API functionality
- Support Account Managers with technical strategy for integration and data services upsell opportunities
- Provide consultation on reporting capabilities, Metabase functionality, and available technical solutions for existing customers
- Collaborate with Product and Engineering to communicate customer feedback and influence future platform enhancements
- Serve as the Tier 3 escalation point for complex integration and API-related customer issues
- Troubleshoot authentication, provisioning, API, and data synchronization challenges
- Partner with Engineering to investigate, prioritize, and resolve complex technical issues
- Ensure customers receive timely communication and resolution throughout technical investigations
- Develop and maintain customer-facing API, integration, and technical documentation
- Partner with Engineering to improve documentation for existing and new integrations
- Create internal documentation and best practices to improve technical enablement across Customer Success, Sales, and Solutions Consulting
- Share technical knowledge with internal teams through training and consultation
- Lead strategic technical initiatives requiring cross-functional coordination across Product, Engineering, Customer Success, and customer stakeholders
- Support other high-impact technical initiatives across the business as needed
- Manage complex technical implementations requiring detailed project management and stakeholder coordination
- Participate in approved strategic projects as prioritized by leadership
Skills
- 4+ years of experience in Technical Account Management, Technical Consulting, Solutions Engineering, Professional Services, or a similar customer-facing technical role within a B2B SaaS environment
- Experience working with enterprise customers, preferably within the retail technology space
- Hands-on experience implementing or supporting APIs, integrations, identity management, or enterprise SaaS platforms
- Working knowledge of SSO, SAML, SCIM, OAuth, or enterprise identity providers (Okta, Azure AD, Google Workspace, Ping, etc.)
- Experience delivering customer-facing technical implementation or professional services engagements
- Strong understanding of REST and/or GraphQL APIs, web services, authentication methods, and data exchange concepts
- Experience with SQL, PostgreSQL, MySQL, or other relational databases
- Familiarity with Ruby on Rails or modern web application architectures
- Experience with data warehouses such as BigQuery
- Experience using project or work management platforms such as Jira/Confluence
- Experience supporting enterprise reporting platforms or BI tools such as Metabase
- Retail industry experience or experience working with retail operations teams
Benefits
- Remote-first culture: Join a high performing, fully remote team and work where you're comfortable.
- Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
- Flexible time-off policy.
- Monthly coffee-shop stipend to switch up your workspace and get inspired outside the office.
- After five years, a fully paid one-month sabbatical.
- World-class medical, dental, and vision policies.
- Annual company off-sites in fun locations.
- Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
- Continuous learning support and unlimited access to the Udemy Business account.
Company Overview