Technical Account Manager

Summary

Join Helpshift as a Technical Account Manager (TAM) to lead a global team of Customer Success Managers, ensuring client retention and satisfaction. You will build strong relationships with key stakeholders, develop product adoption strategies, and provide enablement and optimization best practices. This role requires managing the customer lifecycle, collaborating with internal teams, and handling escalations. The ideal candidate is a customer-obsessed strategist with experience managing global teams and working with enterprise clients. You will be responsible for driving customer success, advocating for client needs, and acting as a Helpshift product expert.

Requirements

• High performing leader with 5+ years of managing a global team focused on client engagements
• 10+ years experience with a minimum of 3 years working with Enterprise or larger strategy clients
• Experience in account management or customer success
• Comfortable speaking to technical concepts and possible solutions that generate client interest
• Willingness to travel domestically up to 25% for strategic customer engagements
• Strong attention to detail and ability to solve complex, interdependent problems
• Data-driven and leverage data to formulate strategic recommendations
• Adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical
• Comfortable with working across multiple timezones as well as the dynamic nature of shifting priorities on a day-to-day basis

Responsibilities

• Build strong executive and business user relationships with Helpshift’s clients and internal teams across Account management, Sales & Marketing, Operations, Product and Engineering
• Manage a team of Customer Success managers located across US, EMEA and APAC serving our Enterprise, SMB and mid-market customers around the world and ensure the overall health and satisfaction of clients in their portfolio
• Partner with Onboarding team, Operations teams and other teams involved to manage all aspects of the standalone and end to end customer lifecycle. Build playbooks that are scalable and identify opportunities to strengthen our internal processes or increase client satisfaction
• Collaborate with product and engineering teams to advocate for client needs with supporting business case and incorporate voice of the customer into roadmap planning
• Partner with the support team and engineering to handle and mitigate escalations, as well as plan for major releases
• Collaborate with internal teams including account managers, and operations team to create a strategy and manage major lifecycle events such as renewals, growth, roadmap planning and beta launches to support product adoption and business goals
• In addition to managing the process for business reviews, you will also conduct them and work with AMs and/or OMs to support customers with establishing critical goals, or other key performance indicators that aid them in achieving their goals, drive feature adoption, ensure retention, and drive growth opportunities
• Be the Helpshift product expert from the business user perspective, and become a trusted, strategic advisor for every customer you engage with
• Support customers with questions across all product areas and utilize your technical knowledge of Helpshift’s platform to educate clients on best practices regarding SDK configurations and integrations
• Respond to customers' inquiries within 12-24 hours (by priority level) and as needed, to high priority client inquiries throughout the day, evening, and weekend when necessary