Technical Account Manager

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

📋 Description

• Act as a reliable technical point of contact and trusted advisor for designated clients.

• Oversee daily client operations and ensure prompt execution through ownership and collaboration across functions.

• Formulate and implement channel execution plans that align with channel specifications, client goals, and Rithum platform capabilities.

• Offer technical support to assist clients in overcoming obstacles, adopting Rithum solutions, and maximizing platform value.

• Cultivate relationships with client technical and business representatives and simplify technical concepts for diverse audiences.

• Carry out Rithum platform optimization strategies, encompassing operational workflows, repricing, promotional planning, and algorithmic enhancement.

• Perform technical assessments to enhance platform performance, adoption, and operational effectiveness.

• Resolve technical issues, conduct root cause analysis, and coordinate solutions with Product, Engineering, Client Success, and Client Success Engineering teams.

• Keep up-to-date with Rithum platform features, channel specifications, data flows, and new capabilities.

• Facilitate feature adoption, technical roadmap discussions, and client feedback processes.

• Act as a liaison between client technical teams and internal stakeholders.

• Utilize AI-enabled tools for analysis, troubleshooting, documentation, research, and routine workflows.

• Enhance team productivity through AI, automation, and standardized technical processes.

• Share technical expertise, documentation, and insights to bolster team practices and client experiences.

• Ensure accurate CRM case records for reporting, service-level tracking, and scope management.

• Participate in pod stand-ups and team meetings, providing account context, escalations, and identifying blockers.

⛳️ Requirements

• Minimum of 2 years of experience in technical account management, implementation, solutions engineering, e-commerce, or a marketplace position with a brand or retailer, ideally in a B2B SaaS setting.

• Experience in supporting enterprise or strategic clients with technical onboarding, platform integration, and continual optimization.

• Fundamental understanding of channel specifications, data mapping, feed architecture, and related technical concepts.

• Capability to independently manage technical projects and coordinate efforts among technical and non-technical stakeholders.

• High proficiency in using Excel.

• Familiarity with Salesforce, JIRA, or similar workflow and project-tracking applications.

• Proven ability to utilize AI-enabled tools such as Microsoft Copilot to enhance productivity, analysis, problem-solving, or documentation.

• Continuous interest in emerging technologies.

• Strong analytical and problem-solving abilities, including root cause analysis and issue resolution.

• Excellent verbal and written communication skills.

• Experience using AI tools like ChatGPT, Microsoft Copilot, or Claude for research, communication, analysis, documentation, automation, workflow optimization, and decision-making.

• Willingness to travel up to 10% of the time.

🏝️ Benefits

• Medical, dental, and vision insurance with affordable healthcare plans and company HSA contributions, effective from Day 1.

• 6% 401(k) match.

• 20 days of Paid Time Off.

• 9 Company-Paid holidays.

• 2 paid floating holidays.

• 7 paid sick days.

• 2 Wellness days.

• 1 Paid Volunteer Day.

• PTO increases to 22 days after 3 years of service and 25 days after 5 years.

• 12 weeks of primary caregiver leave.

• 4 weeks of secondary caregiver leave.

• Accident, critical illness, and hospital indemnity insurance.

• Pet insurance.

• Legal assistance and identity theft insurance plans.

• Life insurance equal to 2x salary.

• Access to the Calm app.

• Employee Assistance Program.

• $65/month remote work stipend for internet expenses.

• Culture and team-building activities.

• Tuition assistance.

• Opportunities for career development.

• Matching charitable contributions up to $250 per year.

• Discretionary bonus equivalent to 10% of annual base salary.

• Remote-first working arrangements.

• Comprehensive benefits and wellness programs.

• Competitive compensation and total rewards package.