Technical Account Manager

Keywords Studios; Town of Texas (WI); Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Technical Account Manager to lead a global team of Customer Success Managers. This role involves building strong relationships with key clients, ensuring their satisfaction, and driving product adoption. The ideal candidate will have a wealth of experience in account management and customer success, coupled with the ability to navigate technical discussions. You'll thrive in a fast-paced environment, adapt quickly to shifting priorities, and leverage data-driven insights to make strategic recommendations. If you are passionate about customer success and eager to make a significant impact, this is the opportunity for you!

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 globally.
• Conduct business reviews and drive feature adoption.

Skills

Account Management

Customer Success

Technical Solutions

Leadership

Data Analysis

Problem Solving

Education

Bachelor's Degree

Master's Degree

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 to ensure retention of key accounts and manage 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 executive and business user relationships within Helpshift’s clients and across internal teams including Account Management, Sales & Marketing, Operations, Product, and Engineering.
2. Manage a team of Customer Success Managers located across US, EMEA, and APAC, serving enterprise, SMB, and mid-market customers worldwide, ensuring overall client health and satisfaction.
3. Partner with onboarding, operations, and other teams to manage all aspects of the customer lifecycle. Build scalable playbooks and identify opportunities for process improvements and increased satisfaction.
4. Collaborate with product and engineering teams to advocate for client needs, support roadmap planning, and incorporate customer feedback.
5. Work with support and engineering to handle escalations and plan for major releases.
6. Coordinate with internal teams on lifecycle events like renewals, growth, and product launches to support adoption and business goals.
7. Conduct business reviews, support customers in setting and achieving key performance indicators, and drive feature adoption and retention.
8. Become a trusted strategic advisor and Helpshift product expert from the business user perspective.
9. Assist customers with product questions, SDK configurations, and integrations, leveraging your technical knowledge.
10. Respond to customer inquiries within 12-24 hours based on priority, including high-priority issues outside regular hours when necessary.

About You

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

Recruitment Process

1. Apply with your updated resume.
2. If suitable, participate in an online interview via MS Teams with a Talent Acquisition Specialist.
3. Potential subsequent interviews with team leads or managers.
4. Receive an offer and join our team as a Keywordian!

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

We look forward to your application!

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Role: EN | Studio: Keywords Studios | Location: Americas | Area of Work: Player Engagement | Service: Engage | Employment: Full Time, Permanent | Pattern: Remote