Technical Account Manager

About the role

At Pinwheel, you will be a key factor in driving the company's next stage of growth. You will own the overall relationship for assigned customers, often organizing multiple projects concurrently with customers. You will provide technical guidance for customers during implementation and when rolling out new products, identify expansion opportunities, and contribute to department process and documentation.

Responsibilities

• Own the overall relationship for assigned customers, often organizing multiple projects concurrently with customers.
• Support customers throughout their entire Pinwheel lifecycle, including implementation, renewal, and growth.
• Provide technical guidance for customers during implementation and when rolling out new products.
• Identify expansion opportunities by focusing on growing usage and partnering with Account Managers to uncover additional upsell sales opportunities.
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success.
• Contribute to department process and documentation.
• Deliver superior, proactive customer success services to Pinwheel customers.

Requirements

• 5-7 years experience in Customer Success or Account Manager role.
• Proven experience in technical role supporting technical product or API-based product.
• Experience working with large and/or Enterprise customers (ARR $1m+).
• Passion and demonstrated experience in understanding complex systems (APIs, database, etc.), and finding solutions to technical problems.
• Experience building and executing against Account Plans, including coordinating multiple roles on both sides of the relationship.
• Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems.
• Early-stage startup experience is highly valued, but not required.
• Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc.

Qualifications

• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Experience with API-based products and tools.
• Knowledge of CRM systems and customer relationship management.
• Ability to work effectively with cross-functional teams.

Skills

• Technical problem-solving skills.
• Customer-focused mindset.
• Strategic thinking and planning.
• Collaborative and team-oriented approach.

Benefits

• Great compensation & equity packages.
• Full medical, dental, and vision benefits.
• Life & short-term disability insurance.
• Flexible PTO policy that prioritizes recharge and balance.
• Paid parental leave.
• 401K for retirement planning.
• Mentorship opportunities.
• Free Citibike membership.
• Pet-friendly offices and Zoom spaces.

Pay

The base cash salary range for this role is $144,000 - $156,000 base with on track total earnings (OTE) of $160,000 - $180,000.

Schedule

This role is based in New York City and involves occasional travel (10-20%).