Technical Account Manager

This is a fully remote position, open to applicants in Italy, +2 more countries.

📋 Description

• Oversee the implementation and delivery of standard and bespoke customer integrations.

• Set up and support identity management solutions, including SSO, SAML, SCIM, and JIT provisioning.

• Carry out post-launch customer identity migrations.

• Coordinate custom API integration projects in collaboration with customers and the Engineering team.

• Manage timelines for technical implementations and ensure positive customer outcomes.

• Deliver GraphQL API integrations for Metrics Widgets.

• Configure and support Resource Library sFTP integrations.

• Implement and provide support for BigQuery Data Connector integrations.

• Lead advanced data exchange and future data product implementations.

• Advise customers on data architecture and best practices for APIs.

• Act as a trusted technical advisor throughout the customer journey.

• Conduct consultations regarding API integrations, integration architecture, reporting, data services, and platform best practices.

• Convert business requirements into scalable technical solutions.

• Identify workflow enhancements through integrations and automation.

• Collaborate with Sales and Solutions Consulting during the sales process.

• Assist Account Managers with strategies for upselling integration and data services.

• Provide consultation on Metabase functionality and technical solutions.

• Work together with Product and Engineering based on customer feedback and suggestions for platform improvements.

• Function as the Tier 3 escalation point for intricate integration and API issues.

• Troubleshoot challenges related to authentication, provisioning, API, and data synchronization.

• Partner with Engineering to resolve complex technical problems.

• Maintain communication with customers throughout investigations.

• Develop and sustain customer-facing API, integration, and technical documentation.

• Create internal documentation and establish best practices.

• Train and consult with internal teams.

• Lead strategic cross-functional technical initiatives.

• Manage complex implementations and coordinate with stakeholders.

• Participate in strategic projects prioritized by leadership.

⛳️ Requirements

• 4+ years of experience in Technical Account Management, Technical Consulting, Solutions Engineering, Professional Services, or a similar customer-facing technical position in a B2B SaaS environment.

• Experience working with enterprise clients, ideally within the retail technology sector.

• Practical experience in implementing or supporting APIs, integrations, identity management, or enterprise SaaS platforms.

• Working knowledge of SSO, SAML, SCIM, OAuth, or enterprise identity providers such as Okta, Azure AD, Google Workspace, and Ping.

• Experience delivering customer-facing technical implementations or professional services engagements.

• Strong understanding of REST and/or GraphQL APIs, web services, authentication methods, and concepts of data exchange.

• Professional-level proficiency in English, both written and verbal.

• Ability to support EU and North American markets with flexibility across various time zones.

• Preferred experience with SQL, PostgreSQL, MySQL, or other relational databases.

• Familiarity with Ruby on Rails or contemporary web application architectures is preferred.

• Experience with BigQuery is preferred.

• Experience with Jira/Confluence is preferred.

• Experience with Metabase or enterprise reporting/BI tools is preferred.

🏝️ Benefits

• Remote-first culture: fully remote work.

• Stock options.

• Flexible time-off policy.

• Monthly coffee-shop stipend.

• Fully paid one-month sabbatical after five years of employment.

• Medical, dental, and vision insurance policies.

• Annual company off-sites.

• Paid day off each quarter to volunteer.

• Unlimited access to Udemy Business.

• Career development discussions with your manager.

• A diverse and inclusive workplace.