Senior Technical Account Manager

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

📋 Description

• Analyze and prioritize intricate customer challenges, clarify issues, gather context, and assess the need for investigation or escalation.

• Direct issues throughout the organization with clear context, urgency, and suggested next steps.

• Examine tickets, customer inquiries, escalations, and support trends to uncover recurring issues, emerging challenges, client friction, gaps in processes, product potential, and operational patterns.

• Relate support activities to ongoing launches, client initiatives, product modifications, known issues, and operational workflows.

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

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

• Highlight trends, risks, and recurring frictions to guide product, process, and client decisions.

• Enhance handoffs and escalations by providing context, examples, impact, urgency, and recommended next steps.

• Create and maintain internal knowledge, support playbooks, routing protocols, issue summaries, and process documentation.

⛳️ Requirements

• Excellent communication skills.

• Ability to work cross-functionally in a dynamic, uncertain environment.

• A sense of curiosity, strong organizational skills, operational acuity, and problem-solving capabilities.

• Proficient in triaging complex issues and exercising sound judgment.

• Skilled at identifying patterns, opportunities, recurring themes, client friction, process gaps, product opportunities, and operational patterns.

• Capable of understanding product behavior, technical limitations, logs or screenshots, user workflows, and system context.

• Competent in writing succinct ticket summaries, escalation notes, internal updates, and follow-ups.

• Ability to switch contexts across customers, issues, teams, and priorities effectively.

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

• Possess critical thinking, emotional intelligence, situational judgment, accountability, and follow-through.

🏝️ Benefits

• Competitive salary and equity packages for all employees.

• Comprehensive medical, dental, and vision coverage.

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

• Unlimited paid time off (PTO) and paid holidays.

• Maternity and paternity leave benefits.

• Assured contributions of 3% to 401(k), even if you do not contribute.

• Lunch provided twice a week.

• Monthly phone stipend and additional perks for home office setups.

• Health Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).

• Opportunities for team events and offsite gatherings.