Kustomer is hiring a
Enterprise Technical Account Manager, Remote - United States

Summary

The job is for a Technical Account Manager at Kustomer, a conversational CRM platform. The role involves working closely with customers to develop a deep understanding of their business objectives and help them achieve value in our products by conveying best practices and ensuring their product needs are met. The ideal candidate has a strong technical background, communication skills, and experience with systems architecture, RESTful API usage, webhooks, multiple development languages, and the fundamentals of computer science.

Requirements

• You possess a Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent professional experience
• 5+ years of Technical Account Management or Professional Services SaaS experience with a technical product
• Strong technical background including experience with systems architecture, RESTful API usage, webhooks, multiple development languages (Javascript or Python preferred), and the fundamentals of computer science
• Deep understanding of software integration and agile development lifecycle and processes
• Ability to use data and statistics to identify patterns, enriching your recommendations for process/product improvements
• Strong communication and interpersonal skills including the ability to quickly build rapport
• Ability to simplify and communicate complex technical concepts to non-technical audiences and to explain concepts and solutions to technical advanced colleagues and customers
• Strong troubleshooting skills
• The capacity for creative problem solving and ability to create innovative solutions to meet complex customer needs
• Experience with advocating for your customers’ needs within your organization and driving to solutions
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

Responsibilities

• Serving as the primary technical and product expert for named accounts
• Helping midsize to large customers on a scheduled and ad-hoc basis to solve technical challenges as they arise
• Influencing the future of our products by funneling feature requests, product enhancements, and bug fixes to the Product organization
• Analyzing customer data to identify and propose new ideas and processes and to increase product adoption
• Partnering with Support to research, troubleshoot, diagnose, and resolve technical issues
• Leading custom training and demos with customers as required
• Providing technical help and answers to CSM’s for smaller unassigned customers that do not require direct communication
• Acting as an advocate, quarterbacking the solving of complex technical issues when appropriate. We are the voice of the customer within the organization
• Contributing to our technical solutions library, maintained by the TAMs, to provide customers and team members guided and reusable solutions in the future
• Mentoring fellow Technical Account Managers to enhance their technical and customer-facing skills
• Communicating internally to answer technical or product questions to Kustomer team members

Benefits

Competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy