Senior Technical Account Manager

This is a fully remote position, open to applicants in Arizona, +26 more states.

📋 Description

• Become a leading product authority, possessing extensive knowledge of the Highspot platform and its integrations.

• Act as the main technical contact for mid to upper market clients, comprehending their business objectives, technical environments, and adoption hurdles.

• Offer proactive technical support and best-practice suggestions, including how to utilize AI-driven features and workflows, along with automation capabilities.

• Assist clients in interpreting platform analytics—usage trends, adoption metrics, and health scores—and convert those insights into clear business outcomes and ROI narratives.

• Collaborate closely with Customer Success Managers, Account Executives, Implementation Managers, Support, and Product & Engineering teams to enhance customer retention and growth.

• Conduct regular customer meetings to provide updates on progress, strategic advice, and actionable next steps.

• Identify opportunities for product enhancement and process optimization based on customer feedback and usage patterns.

• Manage customer expectations and deliverables through effective communication and alignment with stakeholders.

⛳️ Requirements

• 4+ years of experience in a client-facing technical role (e.g., Technical Account Manager, Solutions Consultant, Customer Success Engineer) focused on delivering value to customers.

• Strong technical aptitude with the capability to quickly learn and troubleshoot intricate systems and applications.

• Solid understanding of software development processes, integrations, and contemporary SaaS architectures.

• Experience with enterprise change management or digital transformation projects, understanding what it takes to promote adoption in large, complex organizations.

• Familiarity with customer health metrics, adoption frameworks, or value realization methodologies (e.g., health scoring, maturity models, outcome-based success planning).

• Comfort in working with platform analytics and the ability to translate usage data into meaningful business narratives.

• Knowledge of AI-driven product features and the ability to guide customers in practical AI adoption within their workflows.

• Clear and confident communicator who builds trust with both technical teams and executive stakeholders.

• Strong problem-solving capabilities with a focus on creative, customer-centric solutions.

• Ability to manage multiple customer engagements simultaneously while upholding a high standard of quality.

• Experience integrating CRM platforms and SSO technologies (SAML, OIDC, SCIM), along with a working knowledge of REST APIs, MCPs, and email deliverability.

🏝️ Benefits

• Equal Opportunity Statement

• Intentional focus on creating equitable workspaces for each of our employees.