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 closely with 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; Drive value, retention, and adoption of Braze's product through the customer lifecycle; Manage a portfolio of named accounts in Enterprise and Strategic classification; Help customers successfully instrument Braze across their stack and refine that instrumentation over time; Facilitate conversations regarding customers' desired use case, conducting discovery, and recommending solutions based on 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 the product independently and efficiently, 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 by validating product use cases and technical feasibility and translating customer 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 (written and verbal skills) with demonstrable customer communication and coordination efforts and ability to take complex technical ideas and translate them to non-technical stakeholders; Natural problem solver with high level of intellectual curiosity; Ability to maintain high level of productivity, manage multiple competing priorities, and work effectively under pressure of time constraints in a fast-paced, complex, and collaborative environment

Nice to have

Bilingual skills beyond English that facilitate talking with our global customer base in their native language (not a requirement but welcomed)

Benefits

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