Technical Account Manager

About the Role

We are looking for aTechnical Account Managerto 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.

Key Responsibilities

• 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.

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.