Technical Account Manager, West

Hightouch; San Francisco (CA); On-site; USD 160,000 - 200,000; Full time

Benefits offered by this job

Equity compensation

Remote-first policy

10-year post-termination exercise window

Job summary

An established industry player is seeking a Technical Architect to enhance customer engagement and success. In this pivotal role, you will bridge the gap between the company and its largest clients, ensuring they maximize the value of the platform. Your expertise will guide customers through onboarding and ongoing support, while your curiosity will drive innovation within the product. Join a dynamic team that values empathy, collaboration, and a customer-first approach, all while contributing to a cutting-edge platform that empowers businesses to leverage their data effectively. If you're passionate about technology and customer success, this opportunity is for you.

Qualifications

• 5-10 years in client-facing and/or technology-focused roles.
• Strong project management and communication skills required.

Responsibilities

• Manage onboarding and retention for Enterprise customers.
• Provide technical guidance and collaborate with various teams.

Skills

Client-facing experience

Technical acumen

Project management

Communication skills

Troubleshooting skills

Tools

APIs

Databases

Reporting tools

Job description

Hightouch’s mission is to empower everyone to take action on their data. Hundreds of companies, including Autotrader, Calendly, Cars.com, Monday.com, and PetSmart, trust Hightouch to power their growth.
We pioneered the Composable Customer Data Platform (CDP), which lets companies use their own data warehouse to collect, prepare, and activate customer data for marketing personalization and business operations. Our new AI Decisioning platform goes a step further, allowing marketers to set goals and guardrails that AI agents can then use to personalize 1:1 customer interactions. Traditionally, only technical teams had the skills to access and use customer data. With Hightouch, every business user can deliver personalized customer experiences, optimize performance marketing, and move faster by leveraging data and AI across their organization.

Our team focuses on making a meaningful impact for our customers. We approach challenges with a first-principles mindset, move quickly and efficiently, and treat each other with compassion and kindness. We look for team members who are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.

What else? We’re based in San Francisco but have team members all over the world. Our Series C put us at a $1.2B valuation, and we are backed by leading investors such as Sapphire Ventures, Amplify Partners, ICONIQ Growth, Bain Capital Ventures, Y-Combinator, and Afore Capital.

About The Role

As a Technical Architect (TA), 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.

What You’ll Do

• As a critical member of the Customer Success team you will be responsible for the retention and expansion of 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 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.

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 were 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 (APIs, databases, 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, meet deadlines, and navigate unexpected roadblocks with ease.

The salary range for this position is 160,000-200,000 (80/20 split variable) USD per year which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10 year post-termination exercise window.