Technical Account Manager at Quorum

Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local. Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe. As a Technical Account Manager (TAM), you will own a portfolio of technically sophisticated clients who primarily leverage our KnowWho Salesforce application and/or Policy Influencer Data File (PIDF). These clients require a deep understanding of data architecture, integrations, and transformation workflows. You’ll serve as a strategic advisor and implementation lead—ensuring successful onboarding, value realization, and long-term retention and expansion. This role is highly cross-functional and consultative, requiring fluency in Salesforce, ETL processes, secure data delivery methods, and working with customer-side data engineers, analysts, and IT teams. You will be the trusted advisor who orchestrates solutions, resolves complex technical issues, and helps customers extract maximum value from Quorum’s technical product portfolio. Responsibilities • Customer Relationship Management: Serve as the strategic and technical advisor for a portfolio of clients with complex data and technical needs. Build strong, multi-threaded client relationships to ensure adoption, value delivery, and advocacy. Act as the primary liaison for onboarding, implementation, and ongoing success. • Customer Success Management: Ensure customers are effectively onboarded and integrated, leveraging Quorum products and services to meet defined success metrics and measurably achieving clients’ desired outcomes. Deliver technical training, documentation, and hands-on coaching tailored to customer roles (e.g., Salesforce admins, engineers). Facilitate regular value reviews, working sessions, and long-term strategy planning. • Technical Consulting & Support Escalation: Advise clients on how to optimally use Quorum’s KnowWho Salesforce app—including object configuration, list views, workflows, and permissions. Guide clients through data ingestion processes including schema mapping, file formatting (CSV, JSON, XML), and secure file transmission (SFTP/FTP). Serve as the technical escalation point, coordinating with Engineering, Product, and Support to resolve issues. • Retention & Expansion: Identify and close expansion opportunities based on customer needs and technical fit. Monitor account health, drive renewals, and mitigate churn risks through proactive engagement and value delivery. Maintain detailed customer activity and lifecycle tracking across tools such as Salesforce, Gainsight, Jira, and Zendesk. • Technical & Data Advisory & Issue Resolution: Collaborate with customer-side technical personnel (e.g., Salesforce admins, integration developers, data engineers) to ensure optimal data integration and usage of Quorum’s data products. Provide light consulting on how best to utilize Quorum’s KnowWho product within Salesforce, including field configuration, list views, permission sets, and custom workflows. Guide customers through data ingestion and transmission workflows, including topics such as data schema design, file formatting (CSV, JSON, XML), data integrity, FTP/SFTP transmission, Salesforce object mapping, and custom ETL processes. Act as the primary point of escalation and coordinate triage and troubleshooting of technical and Salesforce-related issues with various Quorum teams and customer personnel to ensure timely resolution and client satisfaction; manage Support, bug, PS, and enhancement tickets in Zendesk & Jira, renewal and expansion opportunities in Salesforce, customer goals, engagement/interactions, and outcomes in Gainsight, and coordinate onboarding tasks through our internal playbooks. • Reporting & Analysis: Track technical performance metrics and create dashboards or reports that highlight client success, risks, and product utilization. Stay current with Salesforce ecosystem trends and public affairs data technologies to advise clients on innovation and opportunities. • Internal Collaboration and Customer Feedback: Act as the voice of the customer internally, advocating for product enhancements and influencing roadmaps. Work with cross-functional teams to optimize GTM strategies for technical products and services. Required Qualifications • 3+ years of experience in technical account management, customer success, or a similar client-facing role at a B2B SaaS company. • Demonstrated success managing technical customer relationships, achieving retention/growth targets, and driving solution adoption. • Ability to communicate technical concepts clearly to non-technical stakeholders and executives. • Strong troubleshooting, problem-solving, and project management skills. • Experience conducting technical turnarounds or managing complex client escalations. • Ability to work independently, manage multiple priorities, and thrive in a fast-paced, ever-evolving technical environment. • Empathy, adaptability, and a consultative, solution-focused approach. • Demonstrable ability to develop customer advocates who provide references, case studies, and referrals. • Passion for technology and for teaching others how to improve their operations and professional lives by leveraging technical solutions. • Commitment to building and maintaining a diverse and inclusive team environment, regularly expressing concern for team members’ success and well-being. • Excitement about the opportunity to have a positive impact on politics, policies, and government/public affairs and either prior experience working in these fields or demonstrable non-partisan interest in major issue areas (e.g., immigration, education, finance, environment, energy, etc.) is a plus. Preferred Qualifications • Salesforce Platform App Builder or Consultant certifications. • Familiarity with public affairs, government, or policy data workflows. • Prior experience supporting a Salesforce-native application or complex data product. • Salesforce Administrator or higher certification (or equivalent experience); strong familiarity with third-party app integration and data model configuration. • Experience working in a startup or fast growing environment. About the Account Management Team • We’re responsible for ensuring that clients have an amazing experience with Quorum. • We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space. • We are dedicated to every user’s success and address challenges quickly and creatively. • We act as staunch advocates for our clients, including identifying and responding to diverse client use cases. • We take pride in developing personal relationships with our users and our team. • We regularly support one another to ensure the success of our team and our clients. • We're very close as a company—we work together, hang out together, and we value each others' ideas and input. Our Work Environment • We are an AI-forward team—AI is built into how we work, think, and grow. • We are a remote-friendly team with flexible work options: work remotely or, if you're in the area, choose to visit our vibrant, sunlit space in our modern, open-concept office in Washington, D.C. • Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots. Do you want to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works? If so, drop us a line. We'd love to talk to you! Compensation • On Target Earnings: Up to 135k + additional incentives. • This is a full-time remote position, Exempt - not eligible for overtime. Benefits • Flexible Paid Time Off • Paid Company holidays plus additional company-wide days off for team members to rest and recharge • Four Day Weekends for President’s Day, Memorial Day, Fourth of July and Labor Day • Free Subscription to the Calm App • Free Subscription to LinkedIn Learning to support professional development • Invest in Yourself Days - one designated day per quarter is dedicated to your professional development! • One-time Work from Home Stipend • 401k match • Choice of trans-inclusive medical, dental, and vision insurance plan options • Virtual and in-person team events • Bright sunlit open office concept with your own dedicated desk (if you want it) • Inclusion & Diversity Affinity Groups to support belonging • 12 weeks paid parental leave We comply with all requirements for US government federal contractors issued by the OFCCP, IFR, and the terms of our government contracts. EEO/AA/F/M/Vet/Disabled We are currently hiring for this position in the following states: AZ, DE, DC, FL, GA, IL, KS, KY, LA, ME, MD, MA, MI, MO, MT, NE, NJ, NC, OH, PA, SC, TN, TX, VT, VA, WV.