TECHNICAL ACCOUNT MANAGER
Full-time contractor · Remote from Mexico · Bilingual (English required)
In one line: We're looking for an experienced, service-minded account manager in Mexico — with a technical background and hands-on Smartsheet experience — to become the face of TEOPM for our US clients, take ownership of customer relationships from day one, and keep our customers successful.
ABOUT TEOPM
TEOPM is a veteran-owned software and project-management company based in Phoenix, Arizona, serving the industrial construction industry across the United States — specifically fiber-optic (FTTx) and semiconductor plant construction. We're a Smartsheet Partner and the makers of Geo-Cx (workforce management for construction crews), Kamvu (project operations hub), and QC Smart (inspection management). We're a small, hands-on team where people own their work. This role reports to the CEO.
THE ROLE
As our Technical Account Manager (TAM), you are the person our clients talk to. You own a portfolio of accounts and are accountable for their experience: you onboard them, help them adopt our products fully, resolve and route their support requests, keep them happy, and protect their renewals. You're the single owner who keeps things from falling through the cracks — and the first point of contact so issues get handled quickly and professionally. This is a customer-facing role built on a technical foundation: the right person combines a genuine service attitude with real hands-on Smartsheet skill.
WHAT YOU'LL DO
- Own customer relationships — be the primary point of contact for a portfolio of US-based accounts.
- Build and manage Smartsheet solutions — configure and maintain the forms, automations, dashboards, and reports clients rely on.
- Run onboarding and adoption — get new clients to value quickly and existing clients using more of what they have.
- Manage support — triage requests, resolve what you can, and route deeper technical work to our developers, tracking to resolution.
- Hold regular check-ins — review account health so problems are caught before they become escalations.
- Protect renewals and spot growth — flag opportunities for additional dashboards, integrations, seats, or products.
- Be the escalation point — handle the hard conversations professionally.
WHAT WE'RE LOOKING FOR
- Smartsheet experience (required) — hands-on experience building in Smartsheet (forms, automations, dashboards, reports). This is central to the role and weighs heavily in our decision.
- Technical background (required) — a real technical foundation; you can learn, configure, and explain software tools, not just use them. Comfort with platforms like Power BI and with integrations is expected.
- Proven experience — 3+ years in customer success, technical account management, technical support, or client-facing project delivery in a software/SaaS/IT-services company. You can take over with minimal ramp-up.
- A real service attitude — you like helping people, stay calm under pressure, follow through, and take ownership.
- Native or near-native English (required) — CEFR C1/C2-level English with a neutral, US-sounding accent and flawless written English; you'll speak with US clients daily and should sound local to them. Recognized proof (Cambridge C2 Proficiency, TOEFL iBT 110+, or IELTS 8.0+) is a plus. Spanish native or fluent.
- Organized and self-directed — able to manage a portfolio and work independently in a remote, small-team environment.
NICE TO HAVE
- Smartsheet certification, Control Center, or advanced solution-building experience
- Experience in construction, telecom/fiber, utilities, or field-operations software
- Familiarity with Geo-Cx, Procore, or QuickBooks
THE DETAILS
- Engagement: Full-time independent contractor
- Location: Remote, based in Mexico
- Hours: 8:00 AM – 5:00 PM Arizona time (MST), Monday–Friday — a natural fit with Mexico Central Time
- Compensation: USD $300–$400 per week, depending on experience, paid in US dollars
- Performance bonuses: Even though this is a contractor role, you can earn additional bonuses for strong customer feedback — we reward people who keep our clients happy.
- Growth: A foundational role with room to grow as you build out the account-management function
HOW TO APPLY
Apply directly through Indeed with your resume in English. In your application, include a short note about a time you turned around a difficult customer situation — we want to see your service mindset in action. We review applications on a rolling basis.
Job Type: Contract
Contract length: 12-24 months
Pay: $270,400.00 - $358,800.00 per year
Application Question(s):
- This is a Software Technical Position - Please confirm you have this background in your experience before you apply.
Experience:
- Software Industry: 5 years (Required)
Language:
- C1 or C2 English Proeficiency (Required)
Work Location: Remote
