Technical Account Manager

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

📋 Description

• Act as the primary technical escalation contact for enterprise clients, managing issues from initial identification to final resolution.

• Examine product defects, replicate problems, and create documented escalations for the engineering team.

• Address incoming technical questions with accuracy, empathy, and promptness.

• Take responsibility for responses and resolutions in line with established SLA commitments, including expedited targets for urgent issues.

• Monitor ongoing issues, provide updates on status and resolution timelines, and oversee integration alerts and usage discrepancies.

• Develop and sustain technical relationships with administrators, IT leaders, and other technical stakeholders.

• Guide technical onboarding processes, which include SSO configuration, LMS/CRM integrations, administrative setup, and deployment of custom roleplay scenarios.

• Perform technical health evaluations to identify barriers to adoption, underused features, and potential integration opportunities.

• Collaborate with Customer Success, Professional Services, and Solution Engineering teams on renewals, expansions, and integrations.

• Attain deep expertise in Yoodli’s AI coaching platform, roleplay scenarios, and data workflows.

• Convert customer technical requirements into actionable product feedback for engineering and product management teams.

• Create documentation for solutions, workarounds, and integration guides to minimize ticket volume and promote self-service.

⛳️ Requirements

• 2-4 years of experience in a technical account management, technical customer success, or senior technical support position at a SaaS organization.

• Comfortable managing a small, high-touch portfolio of business, typically ranging from 1 to 4 strategic enterprise accounts.

• Familiarity with SSO/SAML, REST APIs, and webhooks.

• Comprehensive understanding of how to read console logs, HAR files, and network traces for issue diagnosis.

• Experience working directly with enterprise SaaS clients.

• Ability to articulate complex technical problems to non-technical executives and produce accurate bug reports for engineers.

• Excellent written communication abilities.

• Organized and proactive, with the capability to track open issues across multiple accounts.

• Proficient with HubSpot, Jira, Salesforce, or similar support/CRM systems.

• Genuine interest and enthusiasm for AI and communication technologies.

• Experience with LMS platforms such as Docebo, Seismic Learning, or Lessonly is advantageous.

• Familiarity with sales enablement or learning and development software is a plus.

• Experience supporting a platform with a complex integration landscape is an asset.

• Experience collaborating within a multi-stakeholder enterprise account team is beneficial.

🏝️ Benefits

• Substantial equity opportunities at a venture-backed company.

• Supportive CEO and Co-Founder, along with intelligent teammates who genuinely care.

• Influence over the growth of the support function.

• Chance to be part of a high-growth, high-trajectory organization.