Technical Account Manager

Our Technical Account Management team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers.

As a Technical Account Manager at Asana, you’ll be a strategic technical advisor to our largest and most complex enterprise customers. You’ll partner deeply with customer stakeholders to drive technical enablement, ensure sustained adoption, and align Asana’s capabilities with their long-term goals. This is a highly cross-functional role that requires strong technical aptitude, exceptional customer empathy, and the ability to influence both internal and external stakeholders.

This role is based in our Tokyo office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve:

• Own the post-sales technical success of enterprise and strategic customers, serving as their primary technical advisor and partner as they scale with Asana
• Drive proactive engagement through regular touchpoints, roadmap alignment, and technical reviews that reinforce value and ensure continued adoption
• Lead escalations, migrations, and incident coordination, partnering cross-functionally to resolve complex issues and reduce risk through prevention, early detection, and proactive and transparent customer communication
• Deliver best practice guidance on Asana APIs, integrations, authentication, and admin governance, tailoring recommendations to the customer’s environment and goals
• Monitor customer health by tracking usage patterns, sentiment, and engagement trends. Proactively surface risks and identify opportunities for expansion or re-engagement
• Collaborate closely with Sales, Support, Product, and Engineering to align on account strategy, deliver a unified customer experience, and influence roadmap based on customer needs
• Maintain deep knowledge of customer architecture, business priorities, and technical configuration to anticipate customer needs

About you:

• 5+ years in a customer-facing consultative technical role (TAM, Solutions Engineer, Implementation Consultant, etc.) in the SaaS space, supporting large enterprise customers with complex needs. High growth / fast-paced company experience is a plus.
• Demonstrated ability to manage and influence senior technical and business stakeholders in high-stakes environments
• Strong technical acumen - able to confidently speak to APIs, integrations, authentication protocols (SAML, SCIM), and technical architecture. Familiar with SaaS infrastructure, security standards, and enterprise IT environments
• Strong communicator with excellent documentation, facilitation, and presentation skills. Proactive, thorough, and transparent in communication - people rarely need to follow up with you. You are able to communicate effectively with technical and non-technical folks, from on the ground ops teams to executives. Able to quickly understand and decompose complex questions and concepts.
• Experience working with cross-functional partners including Product, Engineering, and Sales
• Process driven - has a strong desire to create, implement, and iterate on processes that lead to a standardized and extremely positive experience for every customer
• Willingness and desire to learn and adopt new skills - both technical and non-technical - in order to craft and deliver the best solutions, whether it’s learning new product functionality or leveling up your technical troubleshooting skills
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

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