Technical Account Manager
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Job Description
Technical Account Manager serving as a primary contact for enterprise customers in a global AI-driven company. Providing technical support and ensuring product adoption and success.
Responsibilities:
- Serve as the primary technical point of contact for assigned enterprise customers. Provide technical support and advanced-level troubleshooting.
- Triage complex customer service issues received through various customer service channels
- Maintain high customer satisfaction while managing operational expectations
- Become a product expert and maintain a deep understanding of product functionality
- Coordinate with internal teams (Support, Engineering, Product) to resolve issues.
- Identify trends in support requests to help create long-term solutions
- Build and maintain strong relationships with technical stakeholders.
- Help with onboarding and implementation efforts tailored to customer needs.
- Understand customer objectives and proactively recommend solutions to meet them.
- Check system health and performance to preemptively identify potential issues.
- Provide regular technical reviews, reports, and improvement plans.
- Guide customers on best practices in configuration, security, and architecture.
- Advocate for customer needs within the company to influence the roadmap and product improvements.
Requirements:
- 5+ years of experience in a technical account management, solutions engineering, or technical consulting role.
- Ability to navigate comfortably in Linux and Windows shells
- Extensive knowledge of PostgreSQL
- Knowledge of an Intercom or similar ticketing system
- Knowledge of project management tools such as Jira
- Understanding of B2B SaaS products, IT security, and data platforms
- Ability to translate intricate technical details to simple, understandable terms
- Strong interpersonal skills and ability to work with customers & cross-functional teams.
- Solid knowledge in cloud computing platforms, including Microsoft Azure and Amazon Web Services (AWS).
- Proficiency in Linux, macOS, and Windows operating systems, including system configuration, troubleshooting, and security.
- Excellent communication and interpersonal skills, with a strong ability to explain technical concepts to non-technical stakeholders.
- Proven ability to manage multiple customers and priorities simultaneously.
- Strong analytical thinking and problem-solving skills.
Benefits:
- Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
- Competitive salary
- High-quality health benefits
- 401(k) with employer match
- Career growth opportunities
- Unlimited paid time off
- Company-issued laptop (choice of Mac or PC)
- Professional development budget
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