Technical Account Manager

Content Square; Riyadh; On-site; USD 50,000 - 90,000; Full time

Job summary

An innovative analytics company is seeking a Technical Account Manager to provide exceptional support for marquee customers. In this role, you will engage with diverse clients, manage complex projects, and drive product adoption. Your technical skills in JavaScript, HTML, and CSS will be vital as you collaborate with teams to ensure customer success. Join a rapidly growing firm where your contributions will help shape the future of web analytics, and enjoy a career path filled with opportunities for growth and development.

Qualifications

• 5+ years of experience in customer-facing advanced support.
• Strong communication skills tailored to various audiences.

Responsibilities

• Work directly with marquee accounts ensuring their success.
• Manage large projects and assist with platform administration.

Skills

Fluent in English

Customer-facing support

Communication skills

JavaScript

HTML

CSS

Problem-solving

Education

Bachelor's degree in Computer Science

Equivalent work experience

Tools

JIRA

Zendesk

Salesforce

Job description

Contentsquare is anticipating the need for a Technical Account Manager (TAM) to join our team and help provide exceptional support for our customers. Our TAMs are technically skilled, enjoy collaborating with customers, are well organized, detail-oriented, and excel at creative problem solving. This role offers the opportunity to work with marquee customers on challenging problems and manage complex projects, providing a great career growth path within our expanding Customer Support team in the EMEA region.

If you're excited about working in a rapidly growing web/app analytics company, enhancing your technical and soft skills, and engaging with some of the largest companies, we want to hear from you.

In your day-to-day, you will:

1. Work directly with marquee accounts to ensure their ongoing success with Contentsquare.
2. Host recurring meetings with your customers.
3. Act as an internal champion for your customers across Contentsquare teams.
4. Manage standard escalations for your accounts.
5. Serve as a product adoption expert, including conducting light product education sessions.
6. Ensure customers follow Contentsquare best practices.
7. Scope new projects for your customers.
8. Manage large projects involving Contentsquare solutions.
9. Assist with Contentsquare platform administration and maintenance.
10. Provide platform configuration support.
11. Triaging critical issues with the Customer Support team.
12. Create and maintain customer account plans, documenting configuration and usage details.
13. Generate and share regular reports with your customers.

What we're looking for:

1. Fluency in English for effective communication with international clients.
2. Experience in providing customer-facing advanced support to enterprise accounts (typically 5+ years or equivalent skills).
3. Strong communication (verbal and written) and interpersonal skills, with the ability to tailor communication to your audience.
4. Experience working with diverse customers and stakeholders, from contributors to C-level executives.
5. Knowledge of JavaScript, HTML, CSS, understanding website development, and ability to collaborate with product and back-end teams.
6. Enthusiasm and ability to help customers learn about the platform and develop subject matter expertise quickly.

What makes you stand out:

1. Bachelor's degree in computer science, Information Technology, or equivalent work experience.
2. Proficiency in additional languages such as French, Italian, or German is preferred.
3. Experience in a web-based or SaaS environment.
4. Experience with JIRA, Zendesk, and Salesforce.

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