Technical Account Manager

Who you are

• 5+ years of experience in a client facing and / or technology focused role where business experience and technical acumen was combined
• Experience managing and executing technical projects with a customer-first attitude and a strong sense of empathy
• Excellent project management and communication skills
• Proven ability to quickly learn new technologies and understand complex systems (SQL, databases, APIs, reporting tools, etc.)
• Strong troubleshooting and problem solving skills with a continuous desire to improve your technical acumen
• Ability to collaborate cross functionally with different teams and types of people
• Ability to work under pressure, deadlines and navigate unexpected roadblocks with ease

What the job involves

• As a Technical Account Manager, you will become the bridge between Hightouch and our largest Fortune 5000 customers. You will oversee the entire customer journey starting from kick-off to onboarding to continued customer success and finally, increased adoption. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Hightouch platform to its fullest extent and beyond
• In this role, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have a natural curiosity to uncover a customer’s use case and help navigate to the most elegant and efficient solution. Fundamentally, you are enamored with how a company can utilize data to its fullest extent
• Utilizing this curiosity and knowledge, your goal is to guide the customer into their ideal future state as well as guide the innovation of the Hightouch platform as well
• As a critical member of the Customer Success team you will be responsible for the retention and expansion our largest customers
• You will be part of a team that will work closely with Sales to strategize on how to increase the adoption of Hightouch within large organizations
• From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices
• Provide customers with clear proactive technical guidance and expertise across all our products
• Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
• Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level

Benefits

• Hub & Remote friendly: Join our global team, either remotely or in one of our four in-person hubs. For those near a hub, enjoy complimentary lunches on Tuesdays and Thursdays
• Flexible PTO: Downtime is just as important as on time and your teammates will support you while you relax and recharge
• Core benefits: For full-time US-based employees, we cover all health benefit premiums, 80% for dependents, and life insurance
• Parental leave: We value and support the family planning process. We provide up to 16 weeks for parents
• Professional development: We support employees for all learning resources needed to grow in their role (classes, books, conferences, etc)
• Connectivity: We offer a $50 per month cell-phone or wifi connectivity stipend to all employees
• Commuter: Commuter benefits of $50 are offered to both employees who come into the offices and to remote workers working outside of their home