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 global client engagement and ensure customer satisfaction. In this pivotal role, you will manage a team of Customer Success Managers while fostering strong relationships with key stakeholders. Your expertise will drive product adoption and enhance client experiences through strategic planning and data-driven insights. This opportunity offers a dynamic and remote working environment, where your leadership will shape the future of customer success. Join a forward-thinking company and make a significant impact in the customer engagement space.

Qualifications

• 5+ years managing a global client engagement team.
• 10+ years experience with enterprise clients.
• Strong attention to detail and problem-solving skills.

Responsibilities

• Build relationships with clients and internal teams.
• Manage a global team of Customer Success Managers.
• Create strategies for customer lifecycle events.

Skills

Account Management

Customer Success

Technical Knowledge

Data-Driven Decision Making

Strategic Planning

Education

Bachelor's Degree

Master's Degree (Preferred)

Tools

MS Teams

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. The TAM will ensure retention of key accounts and manage a team of globally situated Customer Success Managers. This person owns relationships with key stakeholders internally and externally, is responsible for turning customers into long-term champions, developing product adoption strategies, and providing enablement and best practices, 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 with 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 globally, 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 to enhance internal processes or increase client satisfaction.
4. Collaborate with product and engineering teams to advocate for client needs, incorporating customer feedback into roadmap planning.
5. Work with support and engineering to handle escalations and plan major releases.
6. Create and manage strategies for lifecycle events such as renewals, growth, and beta launches to support product adoption and business goals.
7. Conduct business reviews with clients, supporting them in establishing key performance indicators to achieve their goals, drive feature adoption, retention, and growth.
8. Serve as a Helpshift product expert from a business user perspective, becoming a trusted strategic advisor for customers.
9. Assist 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, 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 generate client interest.
5. Willing to travel up to 25% domestically for strategic customer engagements.
6. You have strong attention to detail and can solve complex, interdependent problems.
7. You are data-driven and leverage data for strategic recommendations.
8. You adapt quickly and thrive in fast-paced, growing, deadline-driven environments.
9. You are comfortable working across multiple time zones and managing shifting priorities.

Recruitment Process

1. Submit your application with an updated resume.
2. If shortlisted, you will be invited for an online interview via MS Teams with a Talent Acquisition Specialist.
3. Potential subsequent interviews with a Team Lead or Operations Manager.
4. If successful, you will receive an offer and join our team.

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

We look forward to your application!

#imaginemore

By applying, you agree that we will collect and process your information according to our Applicant Privacy Notice.

Role Information: EN

Studio: Keywords Studios

Location: Americas

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: Remote