Remote Technical Account Manager

Summary

Join our team as a Technical Account Manager (TAM) at Paddle, where you'll establish and nurture strong relationships with customers, ensuring they fully leverage the capabilities and features of our product to meet their business goals effectively.

Requirements

• 5+ years experience in online customer support, providing technical support for a SaaS product and at least 2 years experience as a Technical Account Manager or the equivalent
• Good knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with customer's implementations
• Good experience using and testing APIs as well as giving customer support on API related queries
• Comfortable building SQL queries
• Continuous improvement mindset, seeking to improve both for the customer and personally
• Enjoy interacting with and helping people, empowering and educating customers to ensure their commercial success
• Investigative mindset, thinking out of the box
• Used to working remotely, organised in communicating with teams across different time zones (GMT, AEST, EST)
• Great communication skills and proficient English speaker
• Comfortable communicating and discussing technical concepts with both technical and non-technical audiences
• Understanding of internal processes of a tech company, its structure and responsibilities of stakeholders
• Basic understanding of business development strategies and can apply knowledge to accounts current circumstances to discuss recommendations with the account team

Responsibilities

• Serve as the primary technical point of contact for a designated set of accounts
• Maintain technical profiles for customers to ensure a globally consistent and smooth support experience
• Act as a platform expert with an understanding of both technical and commercial aspects to identify opportunities to engage a CSM
• Demonstrate a solid understanding of the Paddle Value and effectively communicate it to customers
• Interpret account performance metrics and transform data into actionable insights
• Investigate reported issues, perform impact assessments and proactively escalate critical issues while ensuring stakeholders are informed
• Escalate product and technical feedback as well as commercial challenges to the line manager and appropriate internal teams
• Foster and maintain relationships with developers, analysts and product managers within assigned accounts
• Collaborate with the account team, as well as Product and Engineering, to help ensure high customer satisfaction by providing world-class dedicated technical support throughout the entire life of the customer partnership
• Drive product adoption during customer onboarding, ensuring successful integration and utilisation of our platform
• Develop the team by providing training, sharing knowledge, creating comprehensive documentation, contributing to blog posts, experimenting with innovations, discussing best practices, and improving workflows
• Handle technical escalations from the Customer Support team, providing advanced technical support and solutions to customers
• Handle Quality Assurance in the Customer Support team to ensure internal quality standards are met for all our customers

Benefits

• Attractive salaries
• Stock options
• Retirement plans
• Private healthcare
• Well-being initiatives
• Unlimited holidays
• Enhanced parental leave