Technical Account Manager

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

📋 Description

• Take the lead in implementing and delivering both standard and custom customer integrations.

• Configure and provide support for SSO, SAML, SCIM, and Just-in-Time provisioning.

• Carry out identity migrations for customers post-launch.

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

• Oversee technical implementation schedules and ensure positive customer outcomes.

• Deliver GraphQL API integrations specifically for Metrics Widgets.

• Set up Resource Library sFTP and BigQuery Data Connector integrations.

• Spearhead advanced data exchange solutions and advise on best practices in data architecture and APIs.

• Act as a reliable technical advisor throughout the entire customer lifecycle.

• Convert business requirements into scalable technical solutions.

• Spot workflow enhancements through integrations and automation.

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

• Assist Account Managers by providing technical strategies for upsell opportunities.

• Offer consultation on reporting capabilities, Metabase functionality, and technical solutions.

• Work closely with Product and Engineering teams to incorporate customer feedback and enhance the platform.

• Serve as a Tier 3 escalation point for intricate integration and API challenges.

• Troubleshoot issues related to authentication, provisioning, APIs, and data synchronization.

• Investigate and resolve complex technical problems in partnership with Engineering.

• Create and maintain both customer-facing and internal technical documentation.

• Train and empower Customer Success, Sales, and Solutions Consulting teams.

• Lead strategic, cross-functional technical initiatives and complex implementations.

⛳️ Requirements

• Minimum of 4 years of experience in Technical Account Management, Technical Consulting, Solutions Engineering, Professional Services, or a related customer-facing technical role within a B2B SaaS context.

• Proven experience working with enterprise customers, ideally in the retail technology sector.

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

• Familiarity with SSO, SAML, SCIM, OAuth, or enterprise identity providers such as Okta, Azure AD, Google Workspace, or Ping.

• Experience in delivering technical implementation or professional services engagements that are customer-focused.

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

• Professional proficiency in both written and spoken English.

• Ability to support EU and North American markets with flexibility for varying time zones.

• Familiarity with SQL, PostgreSQL, MySQL, Ruby on Rails, BigQuery, Jira/Confluence, Metabase, or retail operations is a plus.

🏝️ Benefits

• Embrace a remote-first culture with fully remote working options.

• Enjoy stock options.

• Benefit from a flexible time-off policy.

• Receive a monthly stipend for coffee shop expenses.

• Take advantage of a fully paid one-month sabbatical after five years of service.

• Access comprehensive medical, dental, and vision insurance.

• Participate in annual company off-site events.

• Get a paid day off each quarter to volunteer.

• Enjoy unlimited access to Udemy Business for continuous learning.

• Engage in career development discussions with your manager.

• Be part of a diverse and inclusive workplace.