Senior Technical Account Manager

Summary

Join Matik as a Technical Account Manager (TAM) to drive success for our Pooled Customer segment, a fast-growing group of digital-first clients. You will co-manage 50+ customer accounts with a Digital Account Manager, focusing on technical enablement, implementation, and scaled support strategies. This role requires strong technical skills and commercial awareness, enabling you to communicate effectively with data teams and influence customer strategy. Responsibilities include technical onboarding, serving as the primary technical contact for select accounts, identifying risks and opportunities, and designing engagement strategies. The ideal candidate possesses intermediate or advanced SQL knowledge, familiarity with BI tools and cloud data platforms, and experience with customer support and product management systems.

Requirements

• Intermediate or advanced knowledge of SQL
• Familiarity with BI tools such as Mode, Tableau, or Looker
• Familiarity with cloud data platforms such as Snowflake, Redshift, BigQuery, or S3
• Experience using customer support and product management systems like Zendesk, Jira, and Productboard
• Strategic problem-solver: able to navigate ambiguity, prioritize effectively, and connect the dots between technical execution and business impact

Responsibilities

• Partner with a Digital Account Manager to co-manage the success of 50+ Pooled Customer accounts, balancing hands-on support with scalable engagement
• Own technical onboarding and implementation for new customers within the pooled model
• Serve as the primary technical point of contact for select accounts, joining recurring customer calls and providing in-depth product and integration guidance
• Proactively identify and surface risks, upsell opportunities, and expansion potential to the Digital Account Manager and broader account management team
• Help design and refine one-to-many engagement strategies, customer programs, and automation tactics to drive long-term retention (GRR) and efficiency at scale
• Contribute to our customer-facing Help Center, internal support workflows, and ongoing maintenance of Matik’s demo environment, with a focus on building repeatable processes and documentation as we scale

Preferred Qualifications

• 5+ years of work experience in SaaS
• 2+ years of experience in Support, Customer Success, Account Management, Revenue/Customer Operations, or Data & Analytics
• Experience working with CRM platforms or other Customer Success solutions such as Salesforce, Gainsight, or Catalyst

Benefits

• 100% paid coverage (medical, dental, and vision) for employees
• Stipends for home internet and wellness
• Reimbursements for home office equipment and learning & development
• Brand new Mac laptop
• Unlimited PTO, plus every other Friday off during the Summer
• Company-paid lunches every Friday :)
• A fully remote working environment with flexible working hours