Technical Account Manager

Responsibilities

• Establish and nurture long-term relationships with key stakeholders, ensuring customer satisfaction and success.
• Provide in-depth technical guidance, troubleshoot complex issues, and collaborate with engineering teams to drive timely resolutions.
• Lead customers through implementation, conduct training sessions, and share best practices to maximize platform adoption.
• Monitor customer accounts, identify potential issues, and assist in handling critical incidents for swift resolutions.
• Act as the voice of the customer, gathering feedback to inform product development and enhance usability.
• Develop tailored success plans aligned with customer goals, tracking progress and driving engagement.
• Work closely with cross-functional teams, contribute to best practices, and optimize customer success processes.
• Identify upsell opportunities within existing customer accounts and proactively create sales opportunities for Account Executives.

Requirements

• Experience: 3+ years in a technical, customer-facing role such as Technical Account Manager, Solutions Engineer, or Customer Success Engineer within a SaaS or customer support technology company.
• Technical Knowledge: Strong understanding of SaaS platforms, APIs, integrations, cloud technologies, and ITSM tools.
• Problem-Solving & Communication: Ability to diagnose and resolve technical challenges while simplifying complex concepts for diverse audiences.
• Project & Account Management: Experience handling multiple customer accounts, managing escalations, and driving successful outcomes.
• Customer-Centric Mindset: Passion for delivering exceptional customer experiences and optimizing product adoption.

Benefits

• Competitive Compensation: Base salary plus performance-based incentives with growth opportunities within the company.
• Dynamic Work Environment: A casual, high-energy workplace where your ideas can make an impact.
• Comprehensive Benefits: Health, dental, vision, and life insurance coverage.
• Paid Time Off: Enjoy paid vacation to maintain a healthy work-life balance.