Technical Account Manager

Company Overview
Our Client is revolutionizing legal technology with AI-driven tools that enhance efficiency and accessibility for legal professionals. We're undertaking high-impact technology transformation, partnering with a high-volume immigration law firm to optimize workflows and streamline processes. Join us in building the future of legal tech, where impactful innovation meets user-centric design.

Your Role
The
Technical Account Manager
will serve as the primary bridge between the client and our customers, starting with a single Law Firm. This is a foundational customer success role where you'll own the full customer lifecycle from onboarding and enablement through ongoing relationship management and growth. You'll work on-site initially in Mexico City to deeply understand operations, build trust with stakeholders, and ensure successful adoption of LawOS. As we scale to additional law firm customers, you'll help systematize what works and build the playbook for customer success at Tramcase.

This role requires someone who can navigate complex stakeholder environments, translate technical capabilities into business value, train diverse teams, and operate independently in ambiguous situations. You'll work closely with our engineering team in Mexico City and remotely to ensure customer needs inform product direction while managing expectations and maintaining strong relationships.

Location Requirement:
On-Site in Mexico City with sporadic on-site presence in Cancún as needed during initial enablement phases. Eventual shift into Hybrid, possibly Remote.

Key Responsibilities

• Customer Enablement & Training: Lead the on-site implementation and enablement of LawOS at Law Firms, working closely with their operations team. Build training programs for different user personas from frontline call center agents to case managers to leadership. Ensure smooth transition from legacy systems to LawOS with minimal disruption to operations.
• Relationship Management: Serve as the trusted advisor and primary point of contact for our customers. Build strong relationships across all levels of the organization, from daily operators to C-suite executives. Understand their goals, challenges, and success metrics. Manage expectations, communicate proactively about changes or issues, and maintain high customer satisfaction.
• Technical Support Coordination: Act as the customer's advocate internally, triaging issues, coordinating with engineering for resolution, and ensuring timely communication. You don't need to debug code, but you should understand the product well enough to troubleshoot common issues, document bugs clearly, and know when to escalate to engineering.
• Product Adoption & Optimization: Drive feature adoption and help customers get maximum value from LawOS. Analyze usage patterns, identify opportunities for optimization, and proactively suggest improvements to workflows. Work with customers to configure integrations, workflow automation, and system settings to match their processes.
• Customer Feedback Loop: Gather qualitative and quantitative feedback on product functionality, pain points, and feature requests. Synthesize insights and communicate them clearly to product and engineering teams. Help prioritize improvements based on customer impact.
• Scaling Customer Success: As we onboard additional law firms, help build the customer success function from the ground up. Document playbooks, develop scalable training materials, create self-service resources, and establish metrics that matter. Eventually help hire and mentor additional customer success team members.
• Bilingual Communication: Communicate fluently in both English and Spanish across all interactions. Deliver training, write documentation, and facilitate meetings in the language most comfortable for your audience.

You Bring

• Experience & Background: You have 3-5 years of experience in customer success, technical account management, implementation, or a related customer-facing role, ideally at a B2B SaaS company. Experience in legal tech, call center operations, or serving Spanish-speaking customers is a strong plus but not required.
• Relationship Builder: You're naturally empathetic and build trust quickly. You can navigate complex stakeholder environments, manage expectations gracefully, and maintain strong relationships even when things get difficult. You genuinely care about customer outcomes and take ownership of their success.
• Strong Communicator: You communicate clearly and confidently in both English and Spanish (fluency in both required). You can explain technical concepts to non-technical users, document processes effectively, facilitate training sessions, and present to groups ranging from frontline agents to executive leadership. You're equally comfortable on Slack, in video calls, and face-to-face.
• Comfortable with Technology: You don't need to write code, but you should be comfortable learning and navigating complex software products. You can troubleshoot basic issues, understand integrations at a conceptual level, work with tools like N8N or Zapier, and know when to escalate to engineering. Experience with CRM systems, case management tools, or workflow automation platforms is helpful.
• Self-Directed & Adaptable: You thrive in ambiguous environments and can operate independently. You're comfortable being on-site with a customer, making judgment calls, iterating quickly, and figuring things out as you go. Startup experience or comfort with fast-paced, evolving environments is a plus. You don't need hand-holding or detailed instructions to make progress.
• Mission Alignment: You're motivated by impact. The work we do helps real people navigate some of the most important moments of their lives—immigrants pursuing citizenship, safety, and belonging. You want to be part of something meaningful that makes a difference beyond just shipping software.

Core Values and Culture
Tram Case is built on a foundation of shared principles that guide our work and interactions. We seek team members who embody and contribute to these values:

• User-Centric Perspective: Build with empathy, ensuring every feature enhances our users' experience and addresses their needs.
• Radical Transparency: Promote open communication and information sharing to make the best decisions and foster trust.
• Purpose-Driven Work: Ensure each task aligns with our mission to deliver meaningful, innovative solutions.
• Single Responsible Individual: Every team member takes ownership, driving tasks to completion with accountability.
• Extreme Ownership: Learn and grow from challenges, continuously refining our work and striving for excellence.
• Singular Focus: Dedicate attention to core objectives, eliminating distractions to achieve impactful results.
• Documentation Excellence: Maintain clear and thorough documentation to enhance collaboration and continuity.
• Data-Informed Decisions: Use data to guide priorities, ensuring our work delivers value to our users.
• Compassionate Communication: Foster empathy and respect in dialogue, embracing diverse perspectives and encouraging respectful collaboration.
• Excellence in Craft: Uphold high standards in functionality and design, committing to quality and impactful solutions.