Senior Technical Account Manager

Summary

Join Highspot as a Senior Technical Account Manager and become a key player in driving success for our largest clients. You will serve as the primary technical liaison, providing expert product guidance and support. This role requires strong technical aptitude, excellent communication skills, and the ability to manage multiple projects. You will collaborate with a team of colleagues to ensure customer success and identify opportunities for product improvement. The position offers a competitive salary, comprehensive benefits, and flexible work arrangements. Highspot is committed to creating an equitable and inclusive workplace.

Requirements

• 5+ years of experience in a client-facing technical role, such as Technical Account Manager, Customer Success Manager, or similar role with a focus on delivering solution value to customers
• Excellent technical aptitude and the ability to quickly understand and troubleshoot complex systems and applications
• Strong understanding of software development processes and methodologies, underpinning your ability to navigate and thrive within our dynamic ecosystem
• Exemplary communication and interpersonal skills, fostering strong relationships and instilling confidence amongst our customers through your polished demeanor and articulate discourse
• Proven problem-solving and critical thinking skills, with the ability to think creatively and provide innovative solutions
• Capacity to manage multiple projects and clients concurrently, maintaining a steadfast commitment to excellence amidst the ebbs and flows of our fast-paced environment
• Familiarity with integrating CRM and SSO software, alongside proficiency in technical domains such as email deliverability and APIs

Responsibilities

• Dive headfirst into becoming one of our foremost product experts, mastering every facet of our innovative solutions
• Serve as the primary technical liaison between our company and our largest, most strategic customers, understanding their unique business needs and technical environments
• Provide technical guidance and expert solution advice to customers, navigating product issues and offering best practices proactively
• Team up with a crew of extraordinary colleagues including CSMs, Account Managers, Support, and Product & Engineering.  Together, we'll ensure our customers harness the full potential of our solutions, resulting in stellar customer retention and growth
• Lead engaging and insightful discussions during regular customer meetings, providing progress updates, expert counsel, and strategic insights to foster mutual success
• Demonstrate your acumen for innovation by identifying opportunities for product enhancement, feature refinement, and process optimization, guided by valuable customer feedback
• Deftly manage customer expectations and deliverables through effective communication and stakeholder management

Benefits

• Comprehensive medical, dental, vision, disability, and life benefits
• Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting
• Flexible PTO
• Generous Holiday Schedule + 5 Days for Annual Holiday Week
• Quarterly Recharge Fridays (paid days off for mental health recharge)
• Flexible work schedules
• Access to Coaches and Therapists through Modern Health
• 2 Volunteer days per year
• Monthly transportation allowance for employees that work in our Vancouver Hub location