Enterprise Technical Account Manager (Senior Level)

Job Description

• Serving as the primary technical and product expert for named accounts • Helping midsize to large customers on a scheduled and ad-hoc basis to solve technical challenges as they arise • Influencing the future of our products by funneling feature requests, product enhancements, and bug fixes to the Product organization, working with customers and to ensure an understanding of their requirements and desired outcomes, and following up as needed internally and externally with customers through the development and release lifecycle to ensure that we are meeting and exceeding customer expectations • Analyzing customer data to identify and propose new ideas and processes and to increase product adoption • Partnering with Support to research, troubleshoot, diagnose, and resolve technical issues • Leading custom training and demos with customers as required • Providing technical help and answers to CSM’s for smaller unassigned customers that do not require direct communication • Acting as an advocate, quarterbacking the solving of complex technical issues when appropriate. We are the voice of the customer within the organization • Contributing to our technical solutions library, maintained by the TAMs, to provide customers and team members guided and reusable solutions in the future • Mentoring fellow Technical Account Managers to enhance their technical and customer-facing skills • Communicating internally to answer technical or product questions to Kustomer team members

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent professional experience • 5+ years of Technical Account Management or Professional Services SaaS experience with a technical product • Strong technical background including experience with systems architecture, RESTful API usage, webhooks, multiple development languages (Javascript or Python preferred), and the fundamentals of computer science • Deep understanding of software integration and agile development lifecycle and processes • Ability to use data and statistics to identify patterns, enriching your recommendations for process/product improvements • Strong communication and interpersonal skills including the ability to quickly build rapport. You should be motivated to help your clients and our team achieve their goals • Ability to simplify and communicate complex technical concepts to non-technical audiences and to explain concepts and solutions to technical advanced colleagues and customers • Strong troubleshooting skills • The capacity for creative problem-solving and ability to create innovative solutions to meet complex customer needs • Experience with advocating for your customers’ needs within your organization and driving to solutions • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

Benefits

• Competitive salaries • Stock options • 100% healthcare coverage • 401K • WiFi and Mobile reimbursement • Generous vacation policy