Open Positions

We’re looking for a Technical Account Manager to join our team and serve as the technical bridge between Cartwheel's customers and internal Product, Engineering, and Customer Success teams. 

Job Summary

This Technical Account Manager role combines implementation consulting, technical troubleshooting, integration support, and customer enablement to ensure customers successfully deploy and maximize the value of the Cartwheel platform.

This individual will help manage the technical execution of customer implementations, supports complex integrations, diagnoses technical issues, and partners closely with Customer Success Managers to drive customer adoption, retention, and long-term success.

Key Responsibilities

Customer Implementation & Technical Consulting
Help triage technical support requests and co-manage technical onboarding activities for new customers. Where possible, this position will support engineering  in the configuration of customer environments according to business requirements.

Our Technical Account Manager will help validate production readiness prior to customer launch and support User Acceptance Testing (UAT) while customer success helps drive production cutover activities.

Technical Account Management

• Act as the primary technical support and triage advisor for customer accounts.
• Build trusted relationships with customer IT, Finance, Operations, and Implementation teams.
• Participate in recurring customer meetings where needed to discuss technical health and open issues.
• Identify opportunities to improve customer adoption through technical best practices.
• Assist Customer Success Managers with support queue escalation and  prioritization next to Product and Engineering teams.

Integration & Product Support

Support customers integrating with systems such as:

• ATS / Back Office Platforms
• ERP and Accounting Systems
• Payment Processors
• Banking Platforms
• Identity Providers (SSO/SAML)

Responsibilities include:

• API troubleshooting
• Import/export troubleshooting
• Data reconciliation
• Root cause analysis
• Technical requirement gathering
• Technical triage, investigation, and support
• Customer acumen and communication

Customer Support & Escalation Management 

• Investigate and resolve advanced technical support cases.
• Reproduce customer issues and collect diagnostic information.
• Escalate bugs to Engineering with detailed reproduction steps.
• Communicate technical updates and resolutions to customers.
• Track customer issues through resolution while maintaining high customer satisfaction.
• Maintain SLAs for technical response and resolution.

Cross-Functional Collaboration

Partner closely with:

• Customer Success

• Product Management

• Engineering

• QA

• Support

• Sales Engineering

Responsibilities include: 

• Prioritizing customer issues

• Providing implementation feedback

• Improving documentation

• Identifying recurring product enhancement opportunities (trends)

Documentation & Process Improvement

• Develop internal technical knowledge base articles.

• Improve onboarding templates and implementation playbooks.

• Document integration patterns and customer-specific configurations.

Required Qualifications

2–6 years of experience in Technical Account Management, Technical Customer Success, Solutions Consulting, Technical Support or Implementation Consulting.

• Experience supporting SaaS platforms.
• Understanding of REST APIs.
• Experience with JSON, XML, CSV, and data transformation and/or experience troubleshooting integrations.
• Familiarity with SFTP, webhooks, OAuth, and API authentication.
• Excellent customer communication skills.
• Strong analytical and problem-solving abilities.
• Comfortable managing multiple customer implementations simultaneously.

Preferred Qualifications

Experience with one or more of:

• Staffing software (Avionté, Bullhorn, TempWorks)

• ERP platforms

• Accounting software

• Payment platforms

• Stripe

• Microsoft Dynamics

• Sage Intacct

• SQL

• Postman

• Azure

• Power Platform

• Datadog

• Jira, Linear, or similar issue tracking systems

• Pylon (preferred) or Zendesk

Technical Skills

Required

• Webhooks

• Excel

• Technical troubleshooting

• Software configuration

• Customer-facing communication

Preferred

• REST APIs

• JSON

• CSV

• OAuth

• SFTP

• SQL

• Postman

• Microsoft Entra ID / SSO

• Azure

• Payment processing concepts

• ERP integrations
  
  

Core Compentencies

• Customer-first mindset

• Technical curiosity

• Problem solving

• Project management

• Clear communication

• Cross-functional collaboration

• Organization

• Adaptability

• Ownership

• Continuous improvement

Success Metrics (KPIs)

• Customer satisfaction (CSAT)

• Technical issue resolution time

• First-response SLA adherence

• Customer health score improvements

• Reduction in implementation escalations

• Documentation quality and knowledge base contributions

Ideal Candidate Profile

The ideal Technical Account Manager thrives at the intersection of technology and customer success. They enjoy solving technical problems, working directly with customers, and partnering across Product and Engineering to deliver exceptional implementation experiences. They can communicate complex technical concepts in simple terms while maintaining a strong focus on customer outcomes and operational excellence.

This role is particularly well-suited for someone who enjoys both hands-on technical work and building long-term customer relationships in a fast-paced SaaS environment.

What We Offer

• Competitive salary and benefits
• Flexible work environment
• Generous PTO Package
• Opportunities for growth and learning
• Health, Dental, and Vision Insurance

To apply, please email your resume to: Careers@cartwheel.io