At Capillary, the Technical Account Manager (TAM) acts as the primary technical point of contact for enterprise clients using our loyalty and engagement platform. The role is a strategic blend of high-level relationship management and hands-on technical consultation.
Key Responsibilities
- Strategic Technical Advisory: Act as a trusted advisor, helping clients align their business goals (e.g., increasing customer retention) with the technical capabilities of the SessionM platform.
- Platform Implementation & Configuration: Guide clients through the setup of core modules like Audiences, Campaigns, Offers, and Insights. This involves managing complex multi-org structures to ensure data privacy and proper user access across different regions or sub-brands.
- Issue Resolution & Escalation: Own the technical relationship. When a critical bug or performance issue arises, coordinate between the client's team and SessionM's internal engineering/support teams to drive a resolution.
- Platform Training: Educate client marketing and tech teams on how to use the platform effectively. This includes providing updates on new features and ensuring the client is following best practices for loyalty program architecture.
- Performance Monitoring: Regularly review the health of the client's integration. Analyze system performance, monitor key account metrics, and proactively suggest enhancements to prevent future issues.
Skill
- Technical Proficiency: Understanding of APIs (REST), SDK integrations, and data structures. Familiarity with SQL, JSON, or basic Linux commands for troubleshooting.
- Industry Knowledge: Experience in MarTech (Marketing Technology), SaaS, or loyalty/engagement programs is highly preferred.
- Communication: Ability to translate complex technical concepts into layman's terms for business stakeholders and vice versa for developers.
- Project Management: Experience managing multiple enterprise-level accounts simultaneously, involving project timelines, migrations, and site installs.
