Technical Account Manager

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 Know Who 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.

• 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 Know Who 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 Know Who 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…