Senior Technical Account Manager

Summary

Join Rye, a seed-stage startup co-founded by Justin Kan (Twitch), as their first Senior Technical Account Manager. You will be responsible for managing post-sales customer relationships, including integration and technical support. This role involves building post-sales processes, providing best-in-class support, and offering strategic guidance to customers. The ideal candidate thrives in fast-paced environments, excels at problem-solving, and possesses a strong technical background in APIs and e-commerce. Rye offers a competitive salary and benefits package, backed by significant funding and runway. This is a fantastic opportunity for someone seeking autonomy and ownership in a dynamic startup setting.

Requirements

• 5+ years of experience, 3+ years in a customer-facing role
• Strong understanding of APIs, integration processes, and e-commerce platforms (Shopify, Amazon, Magento, WooCommerce, etc.)
• Experience in managing technical projects with structured timelines, deliverables, and resource coordination
• Proven ability to troubleshoot complex technical issues and guide customers through technical challenges
• Strong technical writer

Responsibilities

• Own all customer relationships, including implementation and ongoing product and technical support
• Create scalable, repeatable implementation paths based on customer type and technical architecture, including timelines, milestones, and resourcing requirements
• Develop a scalable ticketing system for customer issues, including prioritization, SLAs, and workflows to ensure efficient issue resolution and tracking
• Regularly engage with customers beyond issue resolution to share product updates, announce new features, and invite participation in beta programs
• Provide insights to engineering based on customer feedback and experiences to guide future product improvements
• Work closely with engineering to gain in-depth knowledge of our API, product limitations, best practices for implementation, and planned roadmap

Benefits

Highly competitive salary and benefits package