Technical Account Manager

Provide oversight and coordination for customer support tickets

Own or directly manage highly technical or complex issues as needed

Effectively escalate critical and urgent issues, partnering with Support, Engineering, and Product teams to drive resolution

Analyze support trends and proactively address recurring issues

Ensure customers are prepared for and leveraging new product features

Conduct Release Readiness Reviews to prepare customers for upcoming releases, including testing, configuration changes, and process impacts

Partner with customers to drive feature adoption aligned to their business goals

Run a regular cadence of customer meetings to review:

Open workstreams and initiatives

Support ticket status and analysis

New questions and technical needs

Open and prioritized issues

Action items and next steps

Serve as a trusted consultant, ensuring alignment between customer goals and platform usage

Advocate for customer needs internally and provide feedback to Product and Engineering teams

You will do well in this role if you...

become a trusted advisor to customers, hyper-focused on quality and successful adoption

always strive to provide exceptional customer experience

are technical-focused with analytical and problem-solving skills while able to describe technical configurations to non-technical audiences

build positive relationships with peers while working remotely with others across geographies and cultures

listen continuously, learning from others and leveraging input

possess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behavior

constantly improve your own work methods

commit to the sustainability/scalability of Legion solutions

work well as a self-starter in a fluid work environment with limited resources

are a career driven individual looking to grow in a fast paced startup

Requirements and Qualifications

3+ years Technical Account Management or other relevant experience such as implementing and configuring workforce management solutions

Experience in managing multiple stakeholders and projects with competing priorities

Strong root cause diagnostic capabilities to assess customer reported problems and determine whether it’s a software, configuration, or user error

Bachelor's degree or equivalent experience

Possess exceptional interpersonal and English communication skills including verbal, written presentation and listening

Technical understanding of integration platforms such as Workato, Dell Boomi, Jitterbit, SnapLogic (Workato preferred)5

PREFERRED QUALIFICATIONS AND ATTRIBUTES

Workforce management (WFM) consulting and integration experience

Proven ability to manage changes for business growth minimizing disruption

Experience in operating environments in retail, hospitality, restaurant or other industries to understand and identify labor challenges that Legion solves

Exposure to agile software development leveraging toolsets (e.g. Jira, GitHub, Jenkins)

ABOUT LEGION

Join Legion's mission to turn hourly jobs into good jobs. We're a mission-driven team seeking exceptional talent to propel this vision. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric and proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation, including spots on the Inc. 5000 list, Forbes’ Next Billion Dollar Startups, and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures, we're making real change. If you're ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.

BACKGROUND AND OPPORTUNITY

There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously.

Legion WFM was built for the cloud with AI at the core and is designed to handle the complexity of modern businesses and meet the needs of today’s hourly employees. Our team is composed of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones. For more information, visit https://legion.co

COMPENSATION & BENEFITS

At Legion, we offer competitive compensation and benefits packages to all employees. As a hybrid employer in Bucharest, Romania, pay for positions is determined using local, national, and industry-specific survey data. We strive to make competitive offers allowing employees room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position.

Benefits include, but are not limited to:

Health Benefits

Paid Time Off and Paid Holidays

Equity

Monthly Wellness Reimbursement

Meal Vouchers

EQUAL EMPLOYMENT OPPORTUNITY

Legion Technologies is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

DISABILITY ACCOMMODATION

For individuals with disabilities who need additional assistance at any point in the application and interview process, please email recruiting@legion.co

Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by appropriate law.

As a global employer, Legion determines pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living. For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay.

This Job Applicant Privacy Policy (“ Policy ”) describes how Legion Technologies, Inc. (“ Legion ”, “ we ”, “ us ” and “ our ”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California.

This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the Legion Privacy Policy applies.

Types of Personal Information We Handle

We collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes:

Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and such information about your beneficiaries or emergency contacts.

Professional or employment-related information, including:

Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; and copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references.

Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional memberships

Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.

Legally protected classification information such as race, sex/gender, religious/ philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history.

Other information such as any information you voluntarily choose to provide in connection with your job application.

How We Use Personal Information

We collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, contacting references with your authorization, conducting background checks you authorize, and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes, such as in connection with any challenges made to our hiring decisions.

With Whom We Share Personal Information

We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):

Internally: to other Legion personnel involved in the recruiting and hiring process.

Vendors: such as technology service providers, travel management providers, human resources suppliers, background check companies, and employment agencies or recruiters, where applicable.

Legal Compliance: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency.

L itigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.

Business Transaction Purposes: in connection with the sale, purchase, or merger.

How to Contact Us About this Policy – If you have any questions about this Policy, please contact privacy@legion.co.