Technical Account Manager, Enterprise (West) San Francisco Office

Hightouch; San Francisco (CA); Remote; USD 160,000 - 250,000; Full time

Benefits offered by this job

Equity compensation

Remote-first policy

Job summary

Hightouch is seeking a Technical Account Manager in a remote-friendly environment to serve Enterprise customers as their strategic technical partner. You will own the technical perspective for each account, guiding CDP and martech strategy and driving renewal and expansion opportunities.

You will uncover customer use cases, map to elegant solutions, and help navigate to the ideal future state while guiding platform innovation.

Qualifications

• Experience in client-facing or technology-focused roles with business and technical blend.
• Strong ability to learn new technologies and understand complex systems such as SQL, databases, APIs, and reporting tools.

Responsibilities

• Retain and expand the largest Enterprise customers as a critical member of the Customer Success team.
• Collaborate with Sales to strategize on adoption within large organizations.
• Ensure customers see full value in Hightouch products and advise on technical best practices.
• Provide proactive technical guidance across all products.
• Collaborate with Customer Support, Product, Engineering and others to handle escalations.
• Surface use cases and issues to Engineering to push product improvements.

Skills

SQL & databases

APIs

Project management

Customer empathy

Analytical thinking

Cross-functional collaboration

Job description

About The Role

As a Technical Account Manager, you'll be the strategic technical partner to our Enterprise customers, helping them get the most value from Hightouch. For each account in your book, you'll own the technical point of view. That covers their CDP and martech strategy, the technical whitespace map, and the consumption story that drives the highest possible rate of renewals and expansions.

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.

What You’ll Do

• As a critical member of the Customer Success team you will be responsible for the retention and expansion our largest Enterprise 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 are to 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, Product, 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

What We're Looking For

• 5-10 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

Compensation Details

On-Target Earnings Range: $200,000- $250,000 annually
Base Salary: $160,000-200,000 annually
OTE is one component of Hightouch's competitive total rewards package and is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation.