We are looking for a
Technical Account Manager
to develop both a deep and broad comprehension of the Messaging APIs. In this globally distributed function, you will:
Build programs that support and nurture multiple partners and customers.
Own one-to-many customer engagement strategies for long-tail customers.
Help to support and drive customer and partner growth, retention, and advocacy.
About the Role
Act as a point of escalation for long-tail partners and clients; coordinate customer calls and remote troubleshooting when required.
Own and engage with a growing portfolio of 100+ partners and direct clients.
Work closely with product and engineering teams to ensure high customer satisfaction.
Collaborate with other regional Technical Account Managers to review account health and proactively identify gaps in customer/product experience.
Maintain and report customer account health and other key metrics.
Ensure escalated API issues are resolved in a timely manner and communicated effectively to customers.
Partner with Client Managers and the Partnerships team to understand business priorities and technical environments.
Work with global Support and cross-functional teams to improve support processes and tools.
Analyze support tickets and provide recommendations to improve customer experience.
Build relationships with Product and Engineering teams to advocate for customer needs.
Ability to travel internationally as needed.
Key Responsibilities
Required Qualifications
3+ years of technical support experience in enterprise applications, customer success, or account management.
Experience with enterprise cloud software and concepts, cloud service providers and APIs.
Strong communication skills with the ability to explain technical concepts to non-technical audiences.
Excellent analytical skills to respond to customer and partner needs at scale.
Proven ability to build relationships and remove blockers to expedite work.
Demonstrated experience troubleshooting escalations in a ticket-based workflow while meeting SLA requirements.
Experience using tools and technology to deliver value to multiple accounts through one-to-many programs.
A mindset of continuous improvement and contribution to scalable service processes.
Experience using operational metrics to prioritize and take action.
Preferred Qualifications
2+ years of experience in scaled account management programs in mid-market or enterprise companies.
1+ years of project management experience or relevant certification.
Familiarity with incident and escalation management best practices.
We are an equal opportunities employer and welcome applications from all qualified candidates.
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