Technical Account Manager

Hightouch; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Hightouch is seeking a Technical Account Manager to bridge between our enterprise customers and the product team.

You will guide the customer journey from kickoff through onboarding, ongoing success, and increased adoption, acting as a product expert to ensure customers extract maximum value.

Qualifications

• 5+ years in a client-facing or technology focused role.
• Experience managing and executing technical projects with a customer-first attitude.
• Ability to quickly learn new technologies and understand complex systems (SQL, databases, APIs, reporting tools).
• Strong troubleshooting and problem solving skills with a continuous desire to improve your technical acumen.

Responsibilities

• Serve as a critical member of the Customer Success team, overseeing retention and expansion for large customers.
• Deliver timely and organized onboarding for customers through effective project management and guidance on best practices.
• Provide proactive technical guidance across all Hightouch products and collaborate with support, engineering, and other teams on escalations.
• Surface use cases and issues to Engineering to push the product forward and increase adoption.

Skills

Client-facing

Project management

SQL

APIs

Databases

Troubleshooting

Cross-functional collaboration

Empathy

Tools

Reporting tools

Job description

Описание:

As a Technical Account Manager, you will become the bridge between Hightouch and our largest Fortune 5000 customers. You will oversee the entire customer journey starting from kick-off to onboarding to continued customer success and finally, increased adoption. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Hightouch platform to its fullest extent and beyond. In this role, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have a natural curiosity to uncover a customer’s use case and help navigate to the most elegant and efficient solution. Fundamentally, you are enamored with how a company can utilize data to its fullest extent. Utilizing this curiosity and knowledge, your goal is to guide the customer into their ideal future state as well as guide the innovation of the Hightouch platform as well.

Задачи:

As a critical member of the Customer Success team you will be responsible for the retention and expansion our largest customers You will be part of a team that will work closely with Sales to strategize on how to increase the adoption of Hightouch within large organizations From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices Provide customers with clear proactive technical guidance and expertise across all our products Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level

Требования:

5+ years of experience in a client facing and / or technology focused role where business experience and technical acumen was combined Experience managing and executing technical projects with a customer-first attitude and a strong sense of empathy Excellent project management and communication skills Proven ability to quickly learn new technologies and understand complex systems (SQL, databases, APIs, reporting tools, etc.) Strong troubleshooting and problem solving skills with a continuous desire to improve your technical acumen Ability to collaborate cross functionally with different teams and types of people Ability to work under pressure, deadlines and navigate unexpected roadblocks with ease