Principal Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Analyze and prioritize complex customer concerns

• Clarify reported issues, gather necessary context, and decide on investigation, escalation, or project connections

• Direct issues across Client Engagement, Product, and Engineering with context, urgency, and suggested next steps

• Recognize recurring themes, emerging challenges, client troubles, process deficiencies, product possibilities, and operational trends

• Link support activities to launches, client projects, product modifications, known issues, and operational workflows

• Assist Program Managers and cross-functional teams with ongoing projects, launches, and strategic initiatives

• Develop and uphold support processes, documentation, dashboards, workflows, and feedback mechanisms

• Highlight trends, risks, and persistent challenges to guide product, process, and client decisions

• Enhance handoffs and escalations by providing background, examples, impacts, urgency, and recommended next steps

• Create and sustain internal knowledge, support manuals, routing logic, issue summaries, and process documentation

• Assist in prioritizing immediate actions, monitoring, and broader improvement tasks

⛳️ Requirements

• Excellent communication abilities

• Comfortable collaborating across functions in a fast-paced, ambiguous setting

• A curious mindset with strong investigative problem-solving skills

• Capable of tackling ambiguous, unfamiliar, or complex issues independently

• Strong operational judgment, including making escalation and prioritization choices

• Proficient in writing clear ticket summaries, escalation notes, internal updates, and follow-ups

• Knowledgeable about product behavior, technical limitations, logs or screenshots, user workflows, and system context

• Able to switch contexts among customers, issues, teams, and priorities

• Comfortable utilizing AI tools to enhance speed, synthesis, and quality

• Skilled in identifying underlying issues and improving processes

• Must currently reside in the United States

• Must indicate whether employment sponsorship is required to work in the job location

🏝️ Benefits

• Competitive salary and equity packages for all employees

• Platinum medical, dental, and vision coverage

• Complimentary life insurance, including long-term and short-term disability

• Unlimited PTO along with paid holidays

• Maternity and paternity leave

• Assured contributions of 3% to 401(k), regardless of personal contributions

• Lunch provided twice a week

• Monthly phone stipend and additional home office perks

• Health FSAs and HSAs

• Team events and offsite gatherings