Technical Account Manager, Enterprise

• Own the coordination and communication of complex technical issues.
• Drive root cause analysis (RCA) and ensure timely resolution of customer-impacting issues.
• Partner with Engineering, Product, and Support to prioritize critical customer needs.
• Keep customers informed with clear, timely, and executive-friendly updates.

• Identify opportunities to improve customer adoption and platform utilization.
• Recommend product configurations and optimization strategies.
• Educate customers on new features, APIs, integrations, and technical capabilities.

• Support customers implementing APIs, SSO, webhooks, CRM integrations, and third- party platforms.
• Review customer integration designs and recommend best practices.
• Troubleshoot technical implementation challenges alongside Implementation and Support teams.

• Act as the technical voice of the customer internally.
• Collaborate with Product Management on feature requests and roadmap discussions.
• Partner with Customer Success Managers to reduce technical risk and improve customer health.
• Assist Sales and Solution Engineering with technical escalations for strategic opportunities when needed.

• Monitor customer technical health and identify risks before they become escalations.
• Maintain documentation of customer environments and technical configurations.
• Drive continuous improvement through recurring issue analysis and process enhancements.

• 5+ years in Technical Account Management, Solutions Engineering, Technical Support, Customer Success Engineering, or similar customer-facing technical role.
• Experience supporting enterprise SaaS customers.
• Strong understanding of REST APIs, JSON, OAuth, webhooks, and system integrations.
• Experience troubleshooting integrations and API issues.
• Excellent communication and executive presentation skills.
• Strong project management and stakeholder management abilities.
• Ability to manage multiple complex customer engagements simultaneously.

• Experience with CRM platforms (Salesforce, HubSpot, Microsoft Dynamics).
• Experience with cloud platforms and SaaS architectures.
• Familiarity with reputation management, marketing technology, or customer experience platforms.
• SQL or basic scripting knowledge.
• Experience working with Engineering and Product organizations.

• Customer technical health score
• Time to resolution for technical escalations
• Enterprise customer satisfaction (CSAT)
• Technical adoption of key platform capabilities
• Reduction in recurring technical issues
• Customer retention and renewal support
• Executive stakeholder satisfaction

• Technical problem solving
• Customer advocacy
• Executive communication
• Cross-functional collaboration
• Project management
• Systems thinking
• Ownership and accountability
• Analytical mindset

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence.

We don't just set goals – we surpass them.

We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact.

We don't just talk about making a difference – we make it happen.