• Develop standard processes within your areas of expertise and champion their adoption. • Manage the CAM engagement with a customer using strong project management practices while developing solutions to business problems. • Take ownership of your customer’s continued success by ensuring accurate adoption of the platform. • Engage customers in enlightened business need discussions versus feature/function basics. Continually drive customers toward their strategic goal. • Provide a strong technical understanding of our product with the ability to discuss and demonstrate the full Coupa platform and how it may be configured to meet a customer’s business needs.

Role Description The Senior Technical Account Manager is a seasoned account management, program/project management and technical resolution professional who is at the top of their field. They are unified with team members across the company in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. This key professional is responsible for resolving the most complex problems and providing excellent technical and customer service to one or more named enterprise-level accounts. - Partner with Sales and Sales Engineering during the final stages of the sales process. - Be the assigned enterprise account's single point of contact and function as their professional advocate. - Develop and maintain an effective and productive relationship with assigned account(s) at all levels. - Hold regular discussions that balance proactive and reactive work. - Ensure customer satisfaction, retention and reference ability for all assigned accounts. - Work with Project Managers to ensure that projects mesh well with the overall strategy. - Coordinate all projects to ensure synchronization and completion as agreed. - Demonstrate superior in-depth knowledge of CX products and associated technologies. - Utilize a deep understanding of each customer's environment to identify needs and implement solutions. - Arrange and conduct regular Service and Technology Reviews with proper customer and CX stakeholders. - Develop and present compelling customized presentations to assigned accounts. - Contribute to enterprise-level product strategy and direction. - Provide coaching and mentoring to peers. - Assist the team by taking ownership of escalations from other accounts. - Exemplify professionalism and leadership with customers. Qualifications - Bachelor's degree (BS) in Business Management or related field or equivalent work experience required. - 8+ Customer account relationship management experience. - 5+ years proven track record of successful Enterprise Account Relationship Management. - Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders. - Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc. - Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners. - Ability to travel 30% of the time, visiting customer sites and attending company meetings. Requirements - Self-Motivated with the ability to prioritize and work well under pressure. - Risk Identification/Risk mitigation skills. - Work largely during the customers' core business hours, with occasional extended hours as needed. - Ability to capture common questions, techniques and best practices in daily workflow. Benefits - Participation in important projects, tasks and initiatives that improve processes. - Mentoring opportunities for TAMs at all levels. - Advanced technical and process training opportunities.

• Guiding new teams through implementation, onboarding, and training to ensure a smooth start and foundational success. • Proactively managing user adoption, stakeholder alignment, and account health to promote long-term success, retention, and growth opportunities. • Collaborating with customers to identify critical business processes, map them to scalable solutions, and drive efficiency through ongoing refinement and performance insights. • Empowering customers to leverage emerging features and technologies, including AI and automation, to enhance productivity, streamline operations, and deliver real-world impact. • Monitoring seat utilization, adoption trends, and Champion/Stakeholder engagement. • Building and executing adoption plans and account reviews to maintain or improve health. • Identifying risks early and building recovery plans in partnership with the account team. • Delivering ongoing change management and enablement, ensuring customers continue to evolve and mature with the platform.

Role Description We're hiring a Technical Account Manager to own the client experience from first integration through ongoing scale. This role is the bridge between Bastion's product and the companies building on our infrastructure. - Ensure new clients get live quickly. - Keep existing clients informed and unblocked. - Allow product and engineering teams to focus on building rather than fielding one-off implementation questions. This role sits within the product team, reporting to Roland Mansilla, Head of Product. You'll work across nearly every function — product, engineering, compliance, and commercial — but your home base is product. - Technical extension of the product team. - SQL-savvy and comfortable with APIs. - Able to fix confusing documentation directly. - Capable of building lightweight automation with Bastion's internal tools. - Diagnose integration issues and communicate effectively with engineering teams. You take ownership of the technical onboarding and lifecycle experience, operating across two lanes: - Ensure new clients onboard with zero engineering effort per integration. - Keep existing clients informed, updated, and supported through API changes, doc updates, and evolving product capabilities. While we have a strong preference for the role to be based out of New York City, we are open to remote candidates across the United States. Work to Be Done We want to give you a directional look into the first 30, 90, and 180 days on the job. - First 30 days: Learn the product deeply, own your first client onboarding. - By 90 days: Own the full onboarding pipeline and client lifecycle communications. - By 180 days: Scale the client experience and shape the function. First 30 Days - Learn the product deeply through sandbox integration and live documentation review. - Shadow 2-3 active client onboardings to understand current handoff points. - Own your first non-enterprise client onboarding end-to-end. - Audit existing technical documentation and client-facing materials. - Map current-state ownership of every client touchpoint. Outcomes: - One client onboarded with you as the primary point of contact. - A clear, written map of client lifecycle touchpoints. - At least two documentation improvements shipped. By 90 Days - Run all non-enterprise client onboardings independently. - Build and own the proactive client communication system. - Partner with the compliance team to streamline the onboarding flow. - Support pre-sale technical evaluations alongside the commercial team. - Identify patterns in client integration issues and feed them back to product. Outcomes: - Onboarding time for new clients measurably shorter than the current baseline. - Product and engineering leaders are out of routine client onboarding conversations. - A proactive communication cadence is running. By 180 Days - Manage a growing portfolio of client relationships. - Build tooling and automation for onboarding and lifecycle management. - Help define the long-term shape of the TAM function. - Become the trusted representative of Bastion's technical capabilities. Outcomes: - A scalable onboarding and lifecycle system. - A functioning client support platform. - Clear recommendation on how the solutions function should evolve. Some Challenges You Might Tackle - Rolling out a breaking API change to active clients. - Redesigning the KYB onboarding flow. - Synthesizing client onboarding data into clear insights. - Building a lightweight internal dashboard for real-time visibility. - Translating technical integration requirements into product feature requests. - Diagnosing integration issues under tight deadlines. Equal Employment Opportunity Bastion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.