Technical Account Manager

Company Description Continuum AI is the first B2B automated returns software provider focused on wholesale, distribution, and manufacturing organizations. The company builds technology that streamlines complex returns processes, helping businesses reduce operational costs and improve customer satisfaction. By automating workflows and providing actionable insights, Continuum AI supports organizations in managing returns more efficiently and accurately. Team members have the opportunity to work with modern software solutions that address a critical pain point in B2B operations.

Post-sale · Customer Experience · Full-time

Hybrid with 2 days in our Chicago office every week to collaborate with our amazing team

As a Technical Account Manager, you are the engine behind product adoption. You’ll own the full training and enablement experience for our customers — designing rollout plans, delivering branch-level training, building the resources users actually reach for, and troubleshooting the product alongside the people who rely on it most. In some accounts, you’ll extend that training directly to our customers’ own end users. This is a hands-on, delivery-focused role where your impact is measured by how confidently people use the platform, not by slide decks or executive check-ins.

•       Design and deliver structured branch-level training programs, taking new teams from zero to productive on the platform

•       Build tailored rollout plans for each customer account, sequencing branch onboarding, super user development, and adoption milestones to fit the organization’s pace and structure

•       Create and maintain a library of training materials — user guides, quick-reference cards, video walkthroughs, and role-specific onboarding paths — that scale your reach beyond live sessions

•       Extend training to our customers’ own end users where required, adapting your approach and materials for audiences one step further removed from the buying decision

•       Train and develop super users within customer accounts, equipping them to support their own teams and sustain adoption long after your active involvement winds down

•       Own the post-sale technical relationship with assigned accounts, serving as the go-to resource for super users and branch administrators

•       Troubleshoot product issues directly alongside customers — diagnosing workflow problems, identifying root causes, and coordinating with internal product and engineering teams to resolve them

•       Monitor adoption metrics at the branch and team level, proactively identifying where usage is lagging and intervening before it becomes a risk

•       Continuously improve training content based on what’s confusing, what gets skipped, and what questions keep coming up in the field

•       Surface recurring friction points and user insights to the product team to inform the roadmap

•       Own executive business reviews or senior stakeholder strategy — that sits with Customer Success leadership

•       Manage renewals, contract negotiations, or commercial conversations

•       Spend the majority of your time in high-level strategic planning without a direct line to user outcomes

•       3–5 years in a technical account management, implementation, training, or customer enablement role — ideally in a SaaS environment

•       Proven experience designing and delivering end-user training programs, including building materials from scratch rather than just presenting existing ones

•       Genuine comfort at the product layer — you get into workflows, configurations, and edge cases, and you don’t stop at “I’ll escalate that”

•       The ability to adapt your communication and training style across audiences: branch admins, power users, and non-technical end users alike

•       Strong project management instincts — you can build a rollout plan, sequence activities across multiple branches, and keep things moving without close oversight

•       A content-creation streak: you write clearly, structure information logically, and produce materials people actually use

•       Comfort operating in a growing team where you’ll help shape the enablement playbook, not just execute someone else’s

•       You get genuine satisfaction watching someone go from confused to confident with a product

•       You think a well-designed user guide is as valuable as a live training session — and you can build both

•       You’re as comfortable running a training session for a room of branch staff as you are troubleshooting a configuration issue one-on-one

•       You see adoption as the real measure of customer success — not just whether the contract renewed

•       You’d rather be in the product with a customer than preparing for a quarterly business review

A note on this role vs. Customer Success: Our Customer Success leadership team owns the executive relationship, strategic account direction, and business reviews. The TAM role is about depth and reach — becoming the most technically capable, trusted enablement resource our customers and their users have access to.