Technical Account Manager, Enterprise

About the role

As a Technical Account Manager for Enterprise at Orb, you will own the most complex, highest-stakes customer relationships globally, serving as the central pillar of their success ecosystem. You will be deeply embedded in the customer's operational workflows from pre-go-live discovery through long-term adoption and strategic expansion. This position demands serious implementation depth, where you architect integrations and navigate intricate ecosystems on behalf of the customer. You will be the person customers call when challenges are hard, urgent, or ambiguous, and you will possess the expertise to unblock them decisively. You will work in close partnership with Implementation Architects, Technical Support Engineers, and Product teams to transform customer patterns into platform-level improvements. Your mindset will be systemic, your actions will be urgent, and your commitment to quality will be unwavering in all scenarios.

What you'll do

• Own onboarding and implementation for enterprise customers end-to-end, orchestrating every phase from kickoff through go-live and into sustained account health.
• Lead technical discovery to map each customer's billing architecture, data model, and integration landscape before prescribing a tailored Orb approach.
• Guide customers through complex integrations connecting Orb with adjacent systems such as 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 to ensure robustness.
• Serve as the primary escalation point for technical issues during implementation and post-go-live, diagnosing root causes and coordinating resolutions with Orb Engineering.
• Build and maintain detailed account plans that document architecture decisions, integration risks, adoption milestones, and renewal context for strategic clarity.
• Identify and act on expansion signals within your accounts, including new product lines, new geographies, and incremental usage growth opportunities.
• Represent the voice of enterprise customers internally, translating behavioral patterns into product feedback and advocating for platform improvements with Engineering and Product.
• Contribute to critical internal documentation, such as reference architectures, integration playbooks, and implementation guides that accelerate future enterprise onboardings.
• Partner with Sales on strategic renewals and expansions, aligning commercial outcomes with technical realities and customer success metrics.

Requirements

To be eligible for this role, you must bring a minimum of 10+ years of experience in technical post-sales capacities, including solutions engineering, implementation consulting, technical account management, or equivalent enterprise-facing positions. You must possess deep, hands-on experience with system integrations, having personally built or guided integrations between SaaS platforms and enterprise systems like NetSuite, Salesforce, data warehouses, or their functional equivalents. You must be technically proficient with APIs, webhooks, event streaming, and SQL, enabling you to read and write code to diagnose integration issues and validate customer implementations effectively. You must demonstrate strong systems thinking, approaching customer problems by mapping the full architecture, understanding data flows and dependencies, and anticipating failure points before they manifest. You must have a proven track record of managing complex, multi-stakeholder enterprise relationships, remaining comfortable and effective with VPs of Finance, Staff Engineers, and billing operations analysts alike. You must be skilled in translating between business requirements and technical architecture, capable of authoring a requirements document and reviewing an ERD within the same strategic conversation. You must move with a sense of urgency and maintain a consistently high bar for accuracy, ensuring that open questions do not linger and that anomalies are noticed and addressed promptly. You must be an exceptional communicator, with written and verbal skills that are precise, credible, and carefully calibrated to diverse audiences and contexts. You must possess familiarity with billing, usage-based pricing, or fintech infrastructure, understanding why event schema design and aggregation logic are critical to system integrity and growth. You must have direct experience with billing systems, revenue operations, or subscription finance models to contextualize the complexities of enterprise transactions.