Technical Account Manager

As a Technical Account Manager, you will own the ongoing technical relationship through the entire lifecycle of customers in your portfolio, collaborating very closely alongside the Customer Success and wider account teams. This role will serve as a trusted technical advisor responsible for defining the Braze technology strategy for customers who have purchased the TAM premium service offering and helping them unlock value from their use of the Braze platform.

Responsibilities

Own the ongoing technical relationship through the entire lifecycle of customers in your portfolio, collaborating very closely alongside the Customer Success and wider account teams; Serve as a trusted technical advisor responsible for defining the Braze technology strategy for customers who have purchased the TAM premium service offering and helping them unlock value from their use of the Braze platform; Drive value, retention, and adoption of Braze’s product through the customer lifecycle, acting as the technical counterpart between Braze and your client’s product and engineering team; Manage a portfolio of named accounts, typically in the Enterprise and Strategic classification of accounts; Partner with the Customer Success Team to own the technical relationship for assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity; Help customers successfully instrument Braze across their stack and refine instrumentation over time; Facilitate conversations regarding customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture; Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle; Empower customer product and engineering teams to use our product as independently and efficiently as possible, delivering enablement and education; Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management; Instill best practice and engineering excellence amongst customer portfolio by validating product use cases and technical feasibility for product launch and translating customers’ unique requirements to Braze’s Product team

Requirements

3-5 years client-facing experience as a TAM or in a related technical area such as Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts; 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming; Excellent communicator with written and verbal skills, with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders; Natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve problems; Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment

Nice to have

Bilingual skills beyond English

Benefits

Competitive compensation that may include equity; Equity grants of restricted stock (RSUs); Retirement and Employee Stock Purchase Plans; Flexible paid time off; Comprehensive benefit plans covering medical, dental, vision, life, and disability; Family services that include fertility benefits and equal paid parental leave; Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend; Curated in-office employee experience; Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching; Employee Resource Groups; Collaborative, transparent, and fun culture recognized as a Great Place to Work; Hybrid ways of working