Technical Account Manager

Summary

Join Contentsquare as a Technical Account Manager (TAM) and provide exceptional support to marquee clients. Collaborate with clients, act as an internal champion, and manage escalations. You will be a product adoption expert, ensuring clients follow best practices and manage large projects. Responsibilities include scoping new projects, providing platform configuration assistance, and creating regular reports. This role offers career growth within the EMEA Customer Support team and the opportunity to work with leading companies.

Requirements

• Fluency in English is required to communicate effectively with international clients
• Experience providing customer-facing advanced support to enterprise accounts (typically around 5+ years or equivalent skills and knowledge)
• Strong communication (verbal and written) and interpersonal skills: your communication is tailored to your interlocutor, structured, concise and engaging
• Experience working with a range of customers and multiple stakeholders, from individual contributors to C-levels
• You have experience with JavaScript, HTML, CSS: you understand website development and how to code web pages, and you are able to work with our product and back-end teams
• Ability and enthusiasm to help customers learn about the platform; you are able to quickly develop subject matter expertise

Responsibilities

• Working directly with a handful of marquee accounts, focusing on ensuring their ongoing success with our company
• Hosting recurring meetings for your customers
• Acting as an internal champion for your customers with all Contentsquare teams
• Handling standard escalation management for your accounts
• Acting as a product adoption expert for your customers, including running sessions for them to do light product education
• Helping ensure your customers are following Contentsquare best practices
• Scoping new Contentsquare projects for your customers
• Performing project management for large Contentsquare projects your customers are working on
• Contentsquare product administration and maintenance assistance
• Providing Contentsquare platform configuration assistance
• Triaging critical issues in conjunction with the Customer Support team
• Creating and maintaining a customer ‘account plan’, including documentation on key areas of your customer’s configuration and usage details
• Creating and distributing regular reports to your customers

Preferred Qualifications

• Bachelor's degree in computer science/Information technology or equivalent work experience
• Proficiency in one or more other languages (French, Italian, German,...) is preferred
• Experience working in a web-based or SaaS environment
• Experience in JIRA, Zendesk and Salesforce

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country