Technical Account Manager

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

📋 Description

• Develop a comprehensive understanding of customers' business and technical goals, environments, and use cases.

• Formulate strategic joint success plans that include clear objectives, milestones, and measurable KPIs.

• Identify technical obstacles, propose solutions, and proactively advance success plan objectives.

• Guide customers through their Purchase to Value journey, safeguard recurring renewal revenue, and pinpoint opportunities to enhance Net Retention Rate.

• Encourage product license utilization, adoption, successful renewals, and realization of customer value.

• Monitor product adoption rates, customer satisfaction, and health scores.

• Foster customer advocacy and reference potential to stimulate new business growth.

• Collaborate with Customer Support and Engineering on technical challenges, enhancement requests, and escalations.

• Assist customers with upgrades, releases, new features, and implementation adjustments.

• Work in partnership with Sales, Support, Professional Services, Engineering, Renewals, Partners, and account teams.

• Leverage customer feedback, product usage insights, and technical observations to influence the product roadmap and enhance products and services.

• Comply with established internal controls.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• Experience in a customer-facing technical role that supports cloud-based/SaaS technology while engaging with business and technical stakeholders.

• Excellent presentation and customer communication skills.

• Capability to articulate technical concepts clearly to both technical and non-technical audiences.

• Strong verbal and written communication abilities.

• Proficient in documenting technical issues, recommendations, and customer action plans.

• Collaborative, determined, analytical, and self-directed problem-solving mindset.

• Familiarity with Salesforce, JIRA, Git, and similar SaaS, development, support, or Customer Success platforms.

• Understanding of software development concepts, APIs, source control, CI/CD, release management, and cloud/SaaS architectures.

• Preferred knowledge of the Salesforce platform and its development ecosystem.

• Bachelor’s degree in a relevant field or equivalent practical experience.

• Demonstrated interest and ability in combining technical problem-solving with customer relationship management.

• Previous experience in Technical Account Management, Customer Success, Solutions Engineering, Technical Support, Professional Services, Salesforce administration/development, DevOps, or a similar customer-facing technical role is preferred.

• Must be a US citizen or permanent resident.

• Must be able to obtain a Government Security clearance if necessary.

• Must reside in and work from the US.

• H1B and other work visa holders do not qualify.

🏝️ Benefits

• 100% remote work.

• 10% travel opportunity/requirement.