Technical Account Manager FED (TAM)

Forward is transforming how the world’s most complex networks are managed and secured. Founded in 2013 by four Stanford Ph.D.s, we built the industry’s first network digital twin — a mathematically precise model of the production network that gives IT teams unmatched visibility, verification, and agility across every major cloud and vendor environment. Our customers include global leaders such as Goldman Sachs, PayPal, S&P Global, IBM, and Dell, as well as fast-growing enterprises and government agencies. According to IDC, Forward customers realize an average of $14.2 million in annual benefits through improved efficiency and security. Backed by world-class investors including Andreessen Horowitz, Goldman Sachs, MSD Partners, and Threshold Ventures, Forward offers a people-centric, innovative culture where brilliant minds are shaping the future of network reliability, security, and AI-ready operations. Forward Networks is looking for an experienced Technical Account Manager (TAM). A Technical Account Manager acts as a trusted advisor and partner to our customers, ensuring they maximize value from our solutions while maintaining high satisfaction and retention. The TAM plays a crucial role in driving adoption, identifying growth opportunities, and aligning our technology with customers' business goals. They provide guidance, best practices, and insights to help customers achieve their business objectives through the effective use of our platform. Job Responsibilities: Customer Relationship Management: Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact and trusted advisor throughout the customer lifecycle. Product Adoption & Value Realization: Drive customer success by helping customers understand and effectively utilize the platform's capabilities, ensuring they achieve their business goals and desired outcomes. Account Planning & Growth: Develop and execute strategic account plans that align with customers' goals, identify expansion opportunities, and drive increased platform usage and adoption. Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to relay feedback, suggest improvements, and influence the development of new features based on customer needs. Onboarding & Training: Lead the onboarding process for new customers, delivering high level training to ensure customers quickly become proficient and comfortable with the platform. Health Monitoring & Reporting: Regularly monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders. Collaboration: Work cross-functionally with sales, engineering, and product management teams to align customer needs and drive mutual success. Required Qualifications: Bachelor's degree in business, Information Technology, or a related field, or equivalent practical experience. 5+ years of experienc...