Technical Account Manager San Francisco, CA; Remote - US

Airtable; Los Angeles (CA); Remote; USD 170,000 - 222,000; Full time

Job summary

An established industry player is seeking a Technical Account Manager to empower strategic customers and enhance their experience with a leading no-code app platform. In this pivotal role, you will leverage your technical expertise to guide clients through their implementations, ensuring they maximize the platform's potential. Collaborating with various teams, you will identify opportunities for improvement and develop tailored solutions to complex workflows. This position offers a unique chance to shape the customer support model as the team grows, making a significant impact on client satisfaction and success. If you are passionate about technology and customer advocacy, this role is perfect for you.

Qualifications

• 3+ years in a support or technical account management role in SaaS.
• Strong communication skills for various stakeholder levels.

Responsibilities

• Serve as a resource to strategic customers, accelerating their time to value.
• Identify opportunities to enhance customer experience and value.

Skills

Technical Account Management

Customer Support

Communication Skills

Database Design

API Knowledge

Project Management

Job description

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.

At Airtable, we are passionate about our platform’s ability to democratize software creation and empower anyone to “create anything.” As a Technical Account Manager, you’ll leverage your product and technical expertise to help our most strategic customers maximize their value from Airtable’s platform. Partnering closely with our Customer Success, Sales, and Services teams, you’ll help clients feel confident with their Airtable implementations and build scalable solutions. You’ll also work closely with our product and engineering teams to expand our platform capabilities based on market feedback. This is a unique opportunity to serve as an early member of the TAM team, shaping our client support model as we grow the team and define our playbook.

What you'll do

• Serve as a dedicated resource to strategic customers and their key Airtable builders, accelerating their time to value as they launch new solutions and entrench existing use cases.
• Partner with our Customer Success and Sales teams to identify opportunities to increase Airtable’s value to strategic customers and create a world-class customer experience.
• Build working knowledge of customers’ complex workflows and ecosystems in order to design proactive/tailored solutions.
• Host regular sessions with customer contacts to provide hands-on support for Airtable challenges and aid in building new functionality in their bases.
• Review support cases to identify trends and present holistic solutions.
• Complete in-depth reviews of customers’ implementations to provide insights and strategic recommendations for future improvements.
• Provide at-the-ready support for customers’ critical events, such as major releases or seasonal launches.
• Manage escalations with the Engineering team, serving as the customer’s advocate and liaison.
• Identify and share our most valuable use cases and user stories with our Engineering and Customer Engagement teams to inform the product roadmap.
• Develop processes and workflows that allow us to scale a best-in-class Premium Support program.

Who you are

• You have 3+ years of experience in a support, technical account management, or consulting role in a SaaS environment, ideally in the data visualization or productivity space.
• You demonstrate excellent communication skills and are equally comfortable presenting to individual contributor stakeholders and VP-Level decision makers.
• You grasp the fundamentals of database design and are passionate about creating unique solutions to complex business problems.
• You have a history of managing multiple assignments simultaneously and can work independently to drive projects to completion with a high level of attention to detail.
• You have experience supporting critical processes for major Enterprise customers.
• You have a keen technical mind and are comfortable discussing how customers can leverage APIs or custom code.
• You have a proactive, empathetic, and consultative partnership style.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations, and ordinances.

Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience. Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation.

For work locations in the San Francisco Bay Area, Seattle, Los Angeles, and New York, the on-target earnings range for this role is: $170,000 - $221,500 USD. For all other work locations (including remote), the on-target earnings range for this role is: $153,000 - $199,300 USD.

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