Technical Account Manager

Fama is the innovator in online screening that makes hiring great people easy. Combining Fama’s groundbreaking AI technology and ability to integrate across the HR Tech stack, the solution compliantly searches over 10,000 online public sources to help companies avoid workplace misconduct, prevent costly legal action and ultimately, make better decisions. By modernizing candidate screening and due diligence, Fama helps organizations, agencies, and investors improve the quality of hires, make the most of each investment and build successful businesses.

Headquartered in Los Angeles, CA, Fama has raised over $30M and is backed by some of the world’s leading venture capitalists and institutional investors. We’re FCRA, EEOC, and SOC2 compliant, and integrate with major HRIS, ATS, and background check solutions. To learn more, visit Fama.io http://Fama.io.

Fama has been delivering AI solutions to its customers for a decade. We're hiring a Technical Account Manager to be the backbone of our customer and partner experience program, shepherding the next generation of agentic, forward deployed agents into the customer experience. This individual must have a high degree of commercial awareness with the ability to move complex projects forward with senior, external, and internal technical stakeholders across the enterprise. Through expert change management, thoughtful education, and customer-centricity this role is a groundbreaker and problem-solver.

The person in this role will own onboarding (configuration and end user education), implementation, process evolution, triage escalations, prompt engineering and workflow design, sales engineering, pre-sales preparation, IT and security client questionnaires, technical subject matter translation and the broader interplay between Fama’s Go-to-Market (GTM) and technical teams.

WHAT YOU'LL DO

Own Onboarding and Implementation

• Own end-to-end technical onboarding for new customers & resellers - API integration, sandbox environment setup & testing, configuration, user provisioning, prompt configuration, and go-live support.

• Identify & address technical and process gaps that could hinder a successful onboarding. This is not an engineering role, but it helps if you speak the language.

• Onboard and train all end-users to ensure they are proficient in using the product independently.

• Own the AI prompt engineering workflow development and adjudication design for enterprise customer configurations to ensure prompts in the system are effective.

• Reduce time-to-first-order and acceleration of ramp time by owning the technical checklist for clients to start placing orders quicker.

• Build and maintain onboarding documentation and self-serve setup guides to enable onboarding scalability to facilitate a seamless customer experience to transition into our products.

Lead Evolution of a Clients’ Business Process

• Technical implementation & training is only part of the story. This role will establish the processes that support the effective deployment of Fama’s solutions within our customers’ organizations.

• Collaborate closely with HR, Employee Relations, Talent Acquisition, Security, Legal, Privacy & Compliance, and others to map existing screening processes and develop new ones.

• Streamline communication to ensure that Fama’s unique selling proposition is consistent and clear to all stakeholders across the organization.

• Translate a customer’s technical or business requirements into clear action items & outcomes for the Fama organization

Own the Intersection Between GTM and R&D

• Become the GTM teams’ go-to expert regarding the product - from configuration, use cases, deployment, integration, and troubleshooting to ensure optimal results for customers. Similarly, become the Research and Development (R&D) teams’ go-to expert on how the product is being used, addressing the gaps in our analytics and surveys.

• Support sales representatives and account owners during technical conversations with resellers, customers, and prospects where in-depth product and technical knowledge is essential for successful outcomes.

• Lead critical pre-sales activities such as IT and security questionnaires and technical conversations for both resellers and end customers.

• Assist customers and resellers with AI model configuration to meet custom requirements.

• Act as the main technical escalation point for customers and resellers.

• Efficiently triage, investigate, and resolve technical issues directly where possible, coordinating with engineering and product teams as needed.

• Track and monitor escalation patterns by account and product area to identify systemic issues before they become recurring complaints.

• Develop materials and a knowledge base that enables us to scale how we handle pre-sales support and technical escalations.

Technical Experience

• Demonstrated experience with AI prompt engineering for user empowerment and precision, task adaptability, maximizing output quality, and risk mitigation and errors.

• Leveraging AI to troubleshoot technical problems to maximize the effectiveness, safety, and beneficial use of AI interactions.

• Have functional experience in deploying process optimization techniques, with a proven ability to analyze and improve processes effectively.

• Knowledgeable about tool stacks in API testing and development, authentication, database management, business intelligence, and programming languages.

• Postman

• Okta (SSO)

• SQL and/or similar experience with databases

• Thoughtspot and/or similar business intelligence tools

• Python, JavaScript experience (nice to have).

WHO YOU ARE

• Have 6+ years in a technical account management, implementation, solutions engineering, or technical support role, ideally supporting API/integration work and work with setup and configuration of AI solutions.

• Ability to lead technical conversations with customers or partner engineering teams confidently.

• Experienced in man