Technical Account Manager, Enterprise

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

📋 Description

• Act as the reliable technical advisor for assigned enterprise clients

• Develop an understanding of customer architectures, integrations, and business goals

• Facilitate technical conversations, architecture assessments, and solution planning meetings

• Offer insights on platform functionalities, best practices, and scalability

• Manage and communicate intricate technical challenges

• Conduct root cause analysis and ensure timely resolution of issues affecting customers

• Collaborate with Engineering, Product, and Support teams to prioritize customer requirements

• Keep clients updated with timely, executive-level communications

• Enhance customer adoption and utilization of the platform

• Suggest product configurations and optimization techniques

• Educate clients on features, APIs, integrations, and technical capabilities

• Provide support for implementations that involve APIs, SSO, webhooks, CRM integrations, and third-party platforms

• Evaluate integration designs and recommend optimal practices

• Address implementation challenges alongside Implementation and Support teams

• Represent the technical voice of the customer within the organization

• Collaborate with Product Management on feature requests and roadmap discussions

• Work with Customer Success Managers to mitigate technical risks and enhance customer health

• Support Sales and Solution Engineering with technical escalations for strategic initiatives

• Monitor customer technical health and identify potential risks

• Maintain documentation of customer environments and technical setups

• Promote continuous improvement through issue analysis and process enhancements

⛳️ Requirements

• Over 5 years of experience in Technical Account Management, Solutions Engineering, Technical Support, Customer Success Engineering, or a comparable customer-facing technical role

• Proven experience supporting enterprise SaaS clients

• Strong comprehension of REST APIs, JSON, OAuth, webhooks, and system integrations

• Proven ability to troubleshoot integrations and API-related issues

• Exceptional communication and executive presentation skills

• Strong capabilities in project management and stakeholder engagement

• Capacity to manage multiple complex customer engagements concurrently

• Familiarity with CRM platforms like Salesforce, HubSpot, or Microsoft Dynamics (preferred)

• Experience with cloud platforms and SaaS architectures (preferred)

• Understanding of reputation management, marketing technology, or customer experience platforms (preferred)

• Basic knowledge of SQL or scripting (preferred)

• Experience collaborating with Engineering and Product teams (preferred)

🏝️ Benefits

• Fully remote work setup

• Culture that emphasizes action and accountability

• Empowerment to create a meaningful impact