Technical Account Manager

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

📋 Description

• Serve as the main technical liaison for key accounts.

• Develop strong relationships and comprehend customer business goals.

• Offer both proactive and reactive technical support while resolving issues.

• Ensure prompt issue resolution to uphold customer satisfaction.

• Collaborate with internal teams to create customized solutions that meet customer needs.

• Assist customers throughout the implementation, integration, and ongoing technical optimization best practices.

• Manage technical escalations and guarantee that complex or critical issues are resolved effectively.

• Maintain transparent communication with stakeholders during escalations.

• Identify risks that could affect customer satisfaction and retention.

• Proactively tackle concerns to enhance the customer experience.

• Provide insights and recommendations based on customer feedback to guide product development and service enhancements.

• Assist with implementations and offer guidance regarding APIs and technical workflows.

• Collaborate with Technical Onboarding, Product, and Development teams.

• Support enterprise customers throughout the US and EMEA regions across multiple time zones.

⛳️ Requirements

• Extensive experience in a client-facing technical role, ideally in Technical Account Management or a similar area.

• Strong emphasis on establishing and sustaining customer relationships.

• Proven history of managing and expanding enterprise or complex client accounts.

• Experience in driving customer satisfaction, retention, and business value.

• Proficient in providing technical guidance and troubleshooting intricate issues.

• Experience with APIs, integrations, and cloud-based solutions.

• Robust problem-solving skills, including diagnosing, escalating, and resolving technical challenges.

• Experience in handling escalations, conflict resolution, and negotiations.

• Ability to work collaboratively across Product, Engineering, and Customer Success teams.

• Familiarity with global customer operations and supporting businesses across various time zones and industries.

• Basic knowledge of software architecture, system integrations, and troubleshooting methodologies.

• Familiarity with AWS, Azure, or Google Cloud.

• Competence in working with REST APIs and troubleshooting connectivity issues.

• Intermediate understanding of relational databases such as MS SQL, MySQL, or PostgreSQL, including query writing and comprehension of data structures.

• Basic awareness of firewalls, authentication methods such as OAuth and SSO, and data security best practices.

• Knowledge of web applications, JavaScript frameworks like React, Vue, or Angular, and backend technologies such as ASP.Net, Node.js, or Python.

• Understanding of ERP, CRM, and Content Management Systems and their integration into business workflows.

• Familiarity with ITIL, incident response, change management, and SLA-driven support models.

• Strong interpersonal and relationship-building abilities.

• Customer-centric mindset.

• Confident communication and stakeholder management skills.

• Problem-solving capabilities and adaptability.

• Process-oriented approach.

• Detail-oriented with a strategic perspective.

• Self-motivated and proactive.

🏝️ Benefits

• 25 Holidays/PTO (with the option to buy and sell additional days).

• 401K contributions after 3 months of service.

• Company healthcare plans or third-party reimbursement.

• Voluntary Dental, Vision, and Life Coverage.

• Flexible Savings Account.

• Employee Discount and Reward Program.

• Reimbursement for personal mobile phone usage.