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jazzhr

Technical Account Manager

AutoRABIT Holding Inc.
Remote, USA
Full-time
Mid Level
Remote
USD 80000-90000 yearly
Discovered 1 weeks ago
Free

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  • Develop a strong understanding of customers' business and technical objectives, environments, and use cases, and create strategic joint success plans with clear objectives, milestones, and measurable KPIs.
  • Apply domain and technical knowledge, product best practices, and customer insights to understand customer workflows, identify technical challenges, recommend solutions, and proactively drive success plan goals.
  • Drive the customer's P2V (Purchase to Value) journey, helping protect recurring renewal revenue and identifying opportunities to enhance Net Retention Rate (NRR).
  • Ensure customers realize value from their AutoRABIT products by understanding their implementation, workflows, and technical use cases; promote license utilization and collaborate with cross-functional teams to drive adoption and successful renewals.
  • Monitor product adoption, customer satisfaction, and overall health scores, contributing to the enhancement of future lifetime value.
  • Drive new business growth by cultivating customer advocacy and reference-ability.
  • Partner with Customer Support and Engineering to manage technical issues, enhancement requests, and escalations, helping customers understand root cause, resolution paths, and next steps.
  • Guide customers through significant technical and service milestones, including upgrades, new releases, new features, and changes to their AutoRABIT implementation.
  • Collaborate with customer-facing account teams, technical stakeholders, and teams across Sales, Support, Professional Services, Engineering, Renewals, and Partners to drive overall platform success.
  • Use customer feedback, product usage insights, and technical observations to help shape the product roadmap and drive continuous product and service improvements.
  • Responsibility to adhere to set internal controls.
  • Experience in a customer-facing technical role supporting cloud-based/SaaS technology and working with both business and technical stakeholders.
  • Strong presentation and customer communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
  • Ability to quickly understand and articulate technical architecture, product capabilities, customer workflows, and business requirements.
  • Strong verbal and written communication skills, including the ability to document technical issues, recommendations, and customer action plans.
  • Demonstrated empathy for customers and a passion for contributing to revenue and growth.
  • Collaborative, persistent, analytical, and self-directed approach to problem solving.
  • Working knowledge of Salesforce, JIRA, Git, and similar SaaS, development, support, or Customer Success platforms.
  • Knowledge of the Salesforce platform and Salesforce development ecosystem, including concepts such as metadata, source control, deployments, release management, and CI/CD, is strongly preferred.
  • Working knowledge of software development concepts, APIs, source control, CI/CD, release management, and cloud/SaaS architectures.
  • A bachelor's degree in a relevant field or equivalent practical experience.
  • Demonstrated interest and ability in combining technical problem solving with customer relationship management.
  • Previous experience in Technical Account Management, Customer Success, Solutions Engineering, Technical Support, Professional Services, Salesforce administration/development, DevOps, or a related customer-facing technical role is preferred.

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