Technical Account Manager

Summary

Join Contentful's Customer Experience team as a Technical Account Manager and empower customers by providing personalized technical advocacy. You will own relationships with strategic accounts, leveraging technical expertise, project management, and customer relationship management skills. This role requires a structured, customer-centric approach, strong communication, and the ability to build and maintain key client relationships. You will collaborate with internal teams, make recommendations to leverage design knowledge, and contribute to customer success initiatives. The position offers remote work options from Germany, Netherlands, UK, and Ireland, or the option to work from the Berlin office. You will also mentor and guide support engineers, expanding their skillset.

Requirements

• Great rapport-building skills e.g., Being Empathetic and an active Listener, are key for this role
• Desired experience would include extensive knowledge of JavaScript with experience using React alongside frameworks such as Next. JS, and knowledge of static site generators like Gatsby
• Ability to wireframe websites to be able to provide insightful ideas to customers using the Contenful platform so you can enable them to adopt best practices
• Ability to simplify complex problems and find solutions collaboratively
• Proven track record of developing relationships with internal teams and external clients alike
• In-house Saas cross-functional team experience and proven collaborative success
• Confident in speaking to C-level executives and be able to influence key stakeholders
• Experience working concurrently with Success, Sales and other departments
• Ability to synthesise large amounts of information into consumable frameworks and concepts to facilitate key decision-making and set the future direction
• Demonstrated ability to meet goals, deadlines and key milestones
• Experience in a similar technical consulting, Solution Engineer, Solution Architect or Implementation Manager role at a SaaS company
• Excellent communication and presentation skills and confidence in conveying knowledge to a technical audience

Responsibilities

• Lead from the front by promoting technological advancements understanding the impact on business strategies and transforming this into client growth
• Partner with internal teams like Customer Experience, Product Management, Research and Engineering teams to build the right strategies to deliver customer value
• Bring a structured customer-centric thought approach and proven ideation and iteration process to Contentful that is based on TAM best practices as well as experience
• Make recommendations about how to best leverage design knowledge and expertise within the internal teams and, more broadly, your Customer base
• Be responsible for multiple work streams and strategically leverage resources to achieve goals
• Build, maintain and foster key client relationships and always ensure both parties are aligned in terms of goals and ambitions
• Communicate openly and frequently to teammates, internal stakeholders and leaders about risks and opportunities within your Customer base as well as opportunities for Contentful to enhance its portfolio to Customers further
• Buildup and develop a considerate, customer-focused Technical Account Management methodology that evolves through iterative processes and customer feedback
• Contribute to our overarching desire to see our customers succeed through growth and adoption endeavors and lead at least 2 initiatives in this area eg: adoption mapping, OKRs, maturity models, playbooks, training etc
• Mentor, guide, and nurture some of our finest talent on what it takes to really be the advocate in the field for our customers. This will see you partner with the likes of our talented, passionate Support Engineers and expand their toolbox

Preferred Qualifications

Experience with REST APIs, CMSs, CDNs, caching, Splunk and mobile development would be advantageous as well

Benefits

• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family
• We value Work-Life balance and You Time ! A generous amount of paid time off, including vacation days, sick days, education days, compassion days for loss, and volunteer days
• Time off to care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
• An annual wellbeing stipend to care for your physical, financial, or emotional health
• A monthly communication phone/internet stipend and phone hardware upgrade reimbursement
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best