Technical Account Manager

Symmetry is the payroll infrastructure for software payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process.

AI is a fundamental part of how work gets done at Symmetry. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

What we are looking for:

We need a technically sharp, execution-driven professional who owns post-sale client outcomes — from implementation through adoption and retention — without waiting to be directed. You'll own the complete post-sale journey for enterprise clients using Symmetry's payroll compliance solutions, serving as the primary technical authority for a portfolio of enterprise accounts, driving API implementations and complex integrations alongside our Implementation Engineer, who owns the technical build while you own project coordination, client advisory, and outcomes. The right person builds process where none exists and holds themselves accountable to measurable results. The ideal candidate leverages AI and automation to scale impact while maintaining deep client relationships that drive loyalty and long-term value.

This is a post-sale technical success role focused on implementation excellence, adoption, and retention. While you'll collaborate with Account Management on growth opportunities, your primary focus is ensuring clients realize maximum value from their investment.

What you'll be doing:

Client Partnership Implementation

Own and manage a dedicated enterprise client portfolio as primary technical advisor

Deliver seamless implementations from kickoff through go-live, coordinating internal teams and ensuring timely deployment

Develop deep understanding of each client's goals and translate them into actionable plans with measurable results

Engage clients regularly via Zoom, email, phone, and on-site visits to strengthen relationships and ensure alignment

Navigate ambiguous implementation scenarios independently — diagnose issues, own the path to resolution, and escalate only when truly blocked

Adoption Value Realization

Drive product adoption with measurable improvements in usage metrics and client health scores

Conduct technical assessments of API implementations and lead quarterly optimization sessions

Guide clients on product integrations and troubleshooting in collaboration with the Implementation Engineer

Serve as the first technical point of contact for enterprise clients during implementation and post-go-live, owning technical triage and driving resolution with Implementation and Support

Educate clients on best practices to maximize value from Symmetry's solutions

Client Health Retention

Monitor client health scores, usage metrics, and engagement to identify risks early and implement mitigation plans

Provide prompt, professional responses to inquiries ensuring fast resolution and strong confidence

Own risk identification and mitigation planning for your portfolio; partner with Account Management on renewal execution

Operational Excellence

Identify process improvements that reduce implementation time and increase team capacity

Leverage AI tools and automation to streamline reporting, communication, and coordination

Maintain thorough documentation in CRM and ticketing systems

Collaborate with Sales, Product, Engineering, and Support to resolve issues and drive continuous improvement

Experience Requirements:

Required Background:

Bachelor's degree or equivalent combination of education and experience

5+ years in Client Success, Technical Account Management, or Implementation Management in B2B SaaS

Proven track record managing enterprise portfolios and driving retention, adoption, and client satisfaction

Experience project managing complex software implementations from kickoff through go-live

Technical aptitude to understand API/SDK integrations, conduct assessments, and troubleshoot issues independently

Track record operating in ambiguous or early-stage environments — you've built process, playbooks, or frameworks where none existed

Demonstrated experience managing multi-threaded enterprise relationships — navigating multiple stakeholders across business and technical teams simultaneously

Track record leveraging data and metrics to drive client outcomes and operational efficiency

Experience in payroll, HR tech, or compliance technology strongly preferred

Core Skills Attributes:

Strong technical acumen with ability to translate capabilities into business value

Exceptional relationship-building skills to advise enterprise stakeholders on technical and business outcomes

Clear, precise communication skills with ability to simplify complex technical concepts for v…