Technical Account Manager (Enterprise)

• As a Technical Account Manager for Enterprise, you’ll own the most complex, highest-stakes customer relationships at Orb.
• You’ll be the primary technical and strategic point of contact for large enterprise accounts from pre-go-live through deep ongoing adoption — deeply embedded in their success
• This is not a relationship management role with a light technical layer.
• You’ll bring serious implementation depth, helping enterprise customers architect their Orb integration and navigate the surrounding ecosystem: ERP systems like NetSuite, CRMs like Salesforce, data pipelines, and internal billing infrastructure.
• You’ll be the person customers call when something is hard, urgent, or unclear — and you’ll know how to unblock them
• You’ll work closely with Implementation Architects, Technical Support Engineers, and Product to turn customer patterns into platform improvements. You think in systems, act with urgency, and hold a high bar for quality
• Own onboarding and implementation for enterprise customers end-to-end — from kickoff through go-live and into long-term account health
• Lead technical discovery to understand each customer’s billing architecture, data model, and integration landscape before prescribing an approach
• Guide customers through complex integrations connecting Orb with adjacent systems: NetSuite, Salesforce, internal data warehouses, and event pipelines
• Design and review API integration patterns, event schemas, aggregation strategies, and idempotency handling alongside customer engineering teams
• Serve as the primary escalation point for technical issues during implementation and post-go-live; diagnose root causes and coordinate resolutions with Orb Engineering
• Build and maintain account plans that document architecture decisions, integration risks, adoption milestones, and renewal context
• Identify and act on expansion signals within your accounts: new product lines, new geographies, incremental usage growth
• Represent the voice of enterprise customers internally — translating patterns into product feedback and advocating for platform improvements with Engineering and Product
• Contribute to internal documentation: reference architectures, integration playbooks, and implementation guides that accelerate future enterprise onboardings
• Partner with Sales on strategic renewals and expansions for your accounts

Benefits

• Medical insurance - 100% coverage for you and dependents
• Dental, vision, and life insurance
• Unlimited PTO, with 15 days minimum encouraged
• 401k plan
• 16-week paid parental leave with equity vesting
• Commuter stipend
• Catered lunches in the office

• Experienced translating between business requirements and technical architecture; you can write a requirements doc and review an ERD in the same conversation
• Deep hands-on experience with system integrations: you’ve personally built or guided integrations between SaaS platforms and enterprise systems (NetSuite, Salesforce, data warehouses, or equivalent)
• Experience with billing system migrations is a plus — you’ve helped customers cut over from legacy infrastructure without disrupting revenue
• Strong systems thinker: you approach customer problems by mapping the full architecture, understanding data flows and dependencies, and anticipating where things will break before they do
• Familiarity with billing, usage-based pricing, or fintech infrastructure is a strong plus — you understand why event schema design and aggregation logic matter
• Exceptional communicator: your written and verbal communication is precise, credible, and calibrated to your audience
• You move with urgency and hold a high bar for accuracy — you don’t let open questions linger and you notice when something is off
• Technically proficient with APIs, webhooks, event streaming, and SQL; you can read and write code to diagnose integration issues and validate customer implementations
• Proven track record managing complex, multi-stakeholder enterprise relationships — you’re equally comfortable with a VP of Finance, a Staff Engineer, and a billing operations analyst
• 10+ years of experience in technical post-sales roles — solutions engineering, implementation consulting, technical account management, or similar — with meaningful tenure in enterprise-facing work