Technical Account Manager

Keyword Studios; Town of Texas (WI); Remote; USD 95,000 - 140,000; Full time

Job summary

A leading company is seeking a Technical Account Manager to enhance customer relationships and manage a global team of Customer Success Managers. This role involves strategic account management, ensuring client satisfaction, and mentoring a motivated team. The ideal candidate will be customer-focused, with a strong background in account management and technical concepts. This position offers 100% remote work and a competitive salary range based on experience.

Benefits

Medical, Dental, and Vision insurance

Flexible paid time off

Sick leave and company holidays

Qualifications

• 5+ years managing a global client engagement team.
• 10+ years of experience with enterprise clients.

Responsibilities

• Build strong relationships with clients and internal teams.
• Manage a team of Customer Success Managers across regions.
• Conduct business reviews and drive feature adoption.

Skills

Leadership

Problem Solving

Data-driven

Job description

Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Square, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.

We’re looking for a Technical Account Manager (TAM) to partner with our largest and most strategic accounts, ensuring retention of key accounts and managing a team of globally situated Customer Success Managers. This person will own relationships with key stakeholders both internally and externally, transforming customers into long-term champions, developing product adoption strategies, and providing enablement and best practices for optimization—all while delivering an impeccable customer experience. Leading this team will challenge your ability to switch contexts from high-level customer strategy to tactical account escalations and retention opportunities daily. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of highly motivated CSMs.

About the Role

1. Build strong relationships with executives and business users within Helpshift’s clients and internal teams across Account Management, Sales & Marketing, Operations, Product, and Engineering.
2. Manage a team of Customer Success Managers across US, EMEA, and APAC, serving enterprise, SMB, and mid-market customers worldwide, ensuring their overall health and satisfaction.
3. Partner with onboarding, operations, and other teams to manage all aspects of the customer lifecycle, building scalable playbooks and identifying opportunities to enhance internal processes and client satisfaction.
4. Collaborate with product and engineering to advocate for client needs, incorporating the voice of the customer into roadmaps.
5. Work with support and engineering teams to handle escalations and plan major releases.
6. Coordinate with internal teams on lifecycle events like renewals, growth, roadmap planning, and beta launches to support product adoption and business goals.
7. Conduct business reviews, support customers in establishing key goals, and drive feature adoption, retention, and growth opportunities.
8. Become a trusted strategic advisor and Helpshift product expert from the business user perspective.
9. Support customers with questions across all product areas, utilizing technical knowledge to educate on SDK configurations and integrations.
10. Respond to customer inquiries within 12-24 hours based on priority and provide support during evenings and weekends as necessary.

About You

1. High-performing leader with 5+ years managing a global client engagement team.
2. 10+ years of experience, including at least 3 years working with enterprise or larger strategy clients.
3. Experience in account management or customer success roles.
4. Comfortable discussing technical concepts and solutions that generate client interest.
5. Willing to travel up to 25% domestically for strategic customer engagements.
6. Strong attention to detail and problem-solving skills for complex, interdependent issues.
7. Data-driven with the ability to leverage data for strategic recommendations.
8. Ability to adapt quickly and thrive in fast-paced, growing, deadline-driven environments.
9. Comfortable working across multiple time zones and managing shifting priorities daily.

Benefits

• Salary range: $95,000 to $140,000 depending on experience.
• 100% remote work.
• Medical, Dental, and Vision insurance.
• Vacation, flexible paid time off, personal days.
• Sick leave and company holidays, including floating holidays.

Recruitment Process

1. Submit your application with an updated resume.
2. If your profile fits, you’ll be invited for an online interview via MS Teams with a Talent Acquisition Specialist.
3. Potential second/third interviews with Team Lead or Operations Manager.
4. Receive an offer and join the Keywordian team!

Our recruitment process is fully online and remote. We review each application individually and will contact you regarding your application status. We encourage interested candidates to apply.

We look forward to your application!

#imaginemore

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Role Information: EN

Studio: Keywords Studios

Location: Americas

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: Remote