Technical Account Manager

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

📋 Description

• Oversee and act as the main contact for all post-sales technical and functional requirements for AppOmni’s premier enterprise clients, utilizing strong technical expertise, comprehensive product knowledge, relationship management, strategic planning, and effective execution to convey business value.

• Serve in a consultative capacity and be recognized as a technical Subject Matter Expert (SME) by demonstrating a thorough understanding of customer technical objectives and aspirations. Cultivate a trusted advisor relationship with customer champions, sponsors, and technical teams to enhance product adoption and ensure they are leveraging AppOmni for maximum business value.

• Guarantee that each customer has a deployment and adoption strategy to help them meet their defined success metrics. Collaborate closely with AppOmni’s Customer Success Manager (CSM) team to track and analyze adoption and utilization patterns, providing tailored recommendations based on customer needs, risks, and strategies.

• Present, showcase, and implement new products and features as they become available.

• Acquire in-depth knowledge of AppOmni’s API functionalities to assist customers in enhancing UI-based capabilities with script-driven solutions to unlock additional value.

• Collaborate with the Product and Engineering teams to shape and influence the roadmap for SaaS application support and enhancements beyond the AppOmni Developer Platform.

• Improve customer retention by facilitating regular health check meetings for tactical discussions and aiding in strategic business reviews to align objectives and outcomes.

• Assist the customer in documenting their technical success criteria and strategy, partnering with the CSM and customer teams to ensure adherence to this strategy; collaborate with the customer to revise technical success criteria as customer priorities evolve.

• Define and document the customer’s end-state AppOmni architecture and work with them to create a roadmap and strategy to achieve the desired architecture.

• Monitor accounts to identify potential customer risks and actively work to mitigate those risks; partner with the CSM to contribute to the renewal strategy and closely collaborate with the AppOmni Renewals Manager to enhance the success of renewals.

• Act as the technical advocate for the customer to our internal stakeholders (engineering, product, sales, and executive teams) and provide internal feedback on how AppOmni can better serve our enterprise clients.

• Work closely with Product and Engineering to identify and track product improvement requests, troubleshooting issues, and resolving bugs.

• Promote customer success stories in collaboration with the AppOmni Marketing team.

• Most importantly, prioritize customer needs and embody a customer-centric approach.

⛳️ Requirements

• 3-5+ years of experience in customer success and/or technical account management within a SaaS organization, consulting, technical customer support, or sales engineering.

• Current experience interacting directly with mid-market to enterprise-level customers.

• Preferably, experience in SaaS security, Cloud security, Identity and Access Management, vulnerability management, or other cybersecurity fields.

• Familiarity with Python, Django, and/or other common developer frameworks for data extraction, transformation, and loading through various API interfaces.

• Experience with REST APIs.

• Understanding of different authentication methods.

• Ability to comprehend the RBAC structure of various SaaS applications.

• Experience supporting customer organizations comprising security teams and business application owners.

• Working knowledge of prevalent SaaS solutions like Salesforce, M365, ServiceNow, Workday, and Okta.

• A self-motivated and driven individual who thrives in a dynamic and rapidly changing environment; prior startup experience is a plus.

• Strong customer-facing and presentation skills with the capability to establish credibility with diverse stakeholders.

• Proven experience handling challenging customers or situations with demonstrated resolutions.

• Proficiency in Salesforce and Zendesk is preferred.

• Enjoys planning, adjusting, executing, succeeding, and celebrating as a team.

• Willingness to travel to customer locations on a monthly basis.

🏝️ Benefits

• Base Salary: The annual base salary range in the U.S. for this position is $145,000-$155,000 USD. Higher compensation may be offered for candidates in higher cost of living areas. Final offer amounts are based on factors such as the final candidate’s skills, qualifications, and experience, along with business considerations and peer compensation.

• Stock Options: Our vision is not only to grow as a company but to grow together. By offering stock options, we invite you to be a vital part of our journey forward.

• Generous paid time off.

• Paid company holidays.

• Paid floating holidays.

• Paid parental leave.

• Paid sick time and paid family leave for applicable states.

• Health insurance options, including medical, dental, and vision with HSA options.

• LifeWorks Employee Assistance Program.

• Company-provided life insurance.

• Additional options for AD&D, STD/LTD, and supplemental life insurance.

• 401(k) and Roth retirement savings accounts.

• A monthly wellness benefit reimbursement. All benefits are subject to eligibility requirements and plan details.