Technical Account Manager

Summary

Join Airtable's growing team as a Technical Account Manager and leverage your technical expertise to help strategic customers maximize their use of the Airtable platform. Partner with Customer Success, Sales, and Services teams to ensure client satisfaction and build scalable solutions. You will work closely with product and engineering teams to improve the platform based on customer feedback. This role offers the opportunity to shape the client support model and contribute to a best-in-class Premium Support program. The ideal candidate possesses 3+ years of experience in a relevant SaaS environment and excellent communication skills. Compensation includes a competitive salary, benefits, restricted stock units, and potential incentive compensation.

Requirements

• You have 3+ years of experience in a support, technical account management or consulting role in a SaaS environment, ideally in the data visualization or productivity space
• You demonstrate excellent communication skills, and are equally comfortable presenting to individual contributor stakeholders and VP-Level decision makers
• You grasp the fundamentals of database design and are passionate about creating unique solutions to complex business problems
• You have a history of managing multiple assignments simultaneously, can work independently to drive projects to completion with a high level of attention to detail
• You have experience supporting critical processes for major Enterprise customers
• You have a keen technical mind, and are comfortable discussing how customers can leverage APIs or custom code
• You have a proactive, empathetic, and consultative partnership style

Responsibilities

• Serve as a dedicated resource to strategic customers and their key Airtable builders, accelerating their time to value as they launch new solutions and entrench existing use cases
• Partner with our Customer Success and Sales teams to identify opportunities to increase Airtable’s value to strategic customers and create a world class customer experience
• Build working knowledge of customers’ complex workflows and ecosystems in order to design proactive/tailored solutions
• Host regular sessions with customer contacts to provide hands-on support for Airtable challenges and aid in building new functionality in their bases
• Review support cases to identify trends and present holistic solutions
• Complete in-depth reviews of customers’ implementations to provide insights and strategic recommendations for future improvements
• Provide at-the-ready support for customers’ critical events, such as major releases or seasonal launches
• Manage escalations with the Engineering team, serving as the customer’s advocate and liaison
• Identify and share our most valuable use cases and user stories to our Engineering and Customer Engagement teams to inform the product roadmap
• Develop processes and workflows that allow us to scale a best-in-class Premium Support program

Benefits

• Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation
• For work locations in the San Francisco Bay Area, Seattle, Los Angeles, and New York, the on-target earnings range for this role is: $170,000 — $221,500 USD
• For all other work locations (including remote), the on-target earnings range for this role is: $153,000 — $199,300 USD