LaunchDarkly is hiring a
Technical Account Manager

Summary

The Strategic Technical Account Manager role at LaunchDarkly involves leading customer experience enhancement, building partnerships, and integrating LaunchDarkly into clients' processes. The ideal candidate should have 6+ years in a customer-facing role, be comfortable with scripting languages, familiar with CI/CD processes, understand Agile frameworks, and more.

Requirements

• 6+ years in a customer-facing role, ideally in onboarding/implementation, account/technical account management, customer/partner success, or customer support, with a track record of top performance
• Experience managing and navigating large Fortune 500 firms and leading change management initiatives
• Comfortable with scripting languages like JS, Python, .NET, or Java
• Familiarity with CI/CD processes and working with version control in Git
• Understanding of Agile frameworks (additional frameworks such as ITIL are an added benefit) and the ability to spot bottlenecks in practices
• Ability to balance the reactive with the proactive and prescriptive, knowing how and when to drive accountability and urgency with your customers with empathy
• Diplomacy, tact, and poise under pressure when working through customer issues and escalations
• Ability to be an active listener while taking a thoughtful approach to addressing customer concerns, including the creation of customer-facing content for short and long-term solutions
• Ability to quickly learn technical product use cases and detect customer cues to effectively position potential solutions
• Understanding of the MEDDICC sales framework and Command of the Message are valuable in this role as you continue to help drive our mission toward growing our customer base
• Comfortable with traveling, we build our best relationships when sitting down in person with our customers. You’ll get on the road with the account team to foster a standout customer experience together

Responsibilities

• Act as a trusted advisor
• Expand network
• Detect and diagnose risks and develop plans
• Prescriptively sell
• Plan successful onboarding and adoption with prospective customers
• Own the onboarding process for new customers
• Document the onboarding process
• Build Champions & Executive Relationships

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave