As a Technical Account Manager, you will serve as the primary point of contact and advocate for the customer across a portfolio of enterprise accounts. You will oversee the customer onboarding experience, interface with internal and external stakeholders, and manage the negotiation of project milestone adjustments with customers.

Key responsibilities include developing methodologies to enhance efficiency for individual customer engagement and support interactions across multiple accounts, ensuring that product-related inquiries are addressed promptly, and collaborating cross-functionally to complete a diverse range of projects.

To be successful in this role, you will need to understand at a conceptual level deeply technical conversations, make well-reasoned prioritization decisions, and empathize with customers. You will also need to have strong communication and interpersonal skills, as well as the ability to work well with a wide range of teams.

The ideal candidate will have 1-2 years of relevant experience in Technical Account Management, working knowledge of or prior experience providing customer support, and willingness to explore and learn new technologies.

In return, you will be part of a team that is redefining how high-growth companies manage data at scale, working with some of the most exciting brands in gaming, consumer tech, and B2B SaaS. You will have the opportunity to build the platform that powers world-class apps used by hundreds of millions of users worldwide.

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Key Responsibilities:

• Establish strong relationships with senior executives and professional users, not only with Helpshift clients but also with internal teams from Account Management, Sales, Marketing, Operations, Product, and Engineering.
• Manage a team of Customer Success Managers in the US, EMEA, and APAC regions, serving our enterprise, SMB, and mid-market clients worldwide, ensuring overall health and satisfaction of clients in your portfolio.
• Collaborate with the Integration Team, Operations Team, and other relevant teams to manage all aspects of the standard and complete customer lifecycle.
• Design evolving business strategy manuals and identify opportunities to strengthen internal processes or increase customer satisfaction.
• Collaborate with Engineering and Product Teams to defend customer needs based on profitability analysis and integrate customer voice into the roadmap planning.
• Collaborate with Support and Engineering Teams to manage and mitigate escalations and plan major releases.
• Collaborate with internal teams, including Account Managers and Operations Teams, to create a strategy and manage major lifecycle events such as renewals, growth, roadmap planning, and beta launches, to support product adoption and business objectives.
• In addition to managing commercial evaluations, you will lead and work with Account Managers and/or Operations Teams to help clients define essential goals or key performance indicators that will help them achieve their objectives, promote feature adoption, ensure retention, and drive growth opportunities.
• You will be the Helpshift product expert from a professional user perspective and become a trusted strategic advisor for each client you engage with.
• Assist clients with questions in all product domains and use your technical knowledge of the Helpshift platform to inform clients of best practices in configuration and software development kit (SDK) integration.
• Respond to client requests within 12-24 hours (by priority level) and, as needed, high-priority client requests during the day, evening, and weekend, as required.

About You:

• You are a highly performing leader with over five years of experience managing a global team focused on customer engagement.
• You have over ten years of experience, with a minimum of three years of work with large enterprises or high-value clients in a strategic role.
• Experience in account management or customer success.
• You are comfortable discussing technical concepts and possible solutions that interest the client.
• Willingness to travel up to 25% of the time for strategic engagements with clients.
• Attention to detail and ability to resolve complex and interdependent problems.
• Data-driven and exploit data to formulate strategic recommendations.
• You adapt quickly and thrive in a dynamic, growing environment with a focus on deadlines, where flexibility and teamwork are essential.
• You are comfortable working in multiple time zones and the dynamic nature of changing priorities on a daily basis.

Our Recruitment Process:

• You send us your application including your CV.
• After reviewing your application, we invite you to an online interview via MS Teams with one of our recruitment specialists. This is an ideal opportunity to discuss questions and get to know each other better. For some projects, there may be a second interview with a team lead or operations manager.
• At the end of our process, we hope you will receive an offer and become a new member among our colleagues. Our recruitment process is entirely online and remote. We consider each application and evaluate each person individually. Our recruitment team will contact you again as soon as they can inform you of the status of your application. If you would like to join our team, we encourage you to apply. That's all from us. Now, the ball is in your court! Proficiency in English (communication with clients and global team members), written and spoken.

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