Technical Account Manager

Technical Account Manager

Location: Americas Remote

As a dedicated TAM, your objective is to provide exceptional value and technical guidance to our largest and most complex customers. You will guide them through their use case with high levels of technical skill and product knowledge, helping them to ensure that their needs are being met by our product in a way that creates a great performance experience. You are able to manage complex use cases with confidence, and be a voice of expertise for the customer’s own technical team to rely on.

You are expected to focus your bandwidth on the delivery of our Enterprise Experience as your primary responsibility. We do expect that there will be periods during which purchased TAM hours are low, and these periods will see you assisting the Tier II team with their queue. This will allow you to continually develop your generalist skills, and be exposed to a wide range of use cases outside the Enterprise lane.

Beyond the customer experience, your role as a TAM from the internal perspective is to provide the CSM with guidance as they navigate each Enterprise customer case. You will also advocate for the customer’s needs to the Product and Engineering teams as and when product or performance gaps arise, while balancing a realistic outlook on the impact of the demands your customers may make of the business.

Success criteria:

• Results of six-month Enterprise Customer Satisfaction survey
• Customer hitting their deadlines for success with Customer.io
• Lower number of escalations to Prod & Eng, as the TAM will be in place to handle the majority of hot spots directly

Some things you’ll do

• Manage the needs of up to 10 Enterprise customers at a given time, across all channels (email, slack, calls)
• Assist with Tier II queue during quiet periods with low TAM uptake
• Full focus on the delivery of the Enterprise Experience for the period of hours each month as purchased by the customer
• Customer requests for service outside the scope of the linked document will be discussed as necessary.
• Sharing context and expertise on the customer’s set up internally that will help resolve an escalation expediently

About you

• You have a deep curiosity for all things technical
• You enjoy interacting with enterprise customers, have strong empathy for their struggles, and are adept at customer-facing communications across a variety of channels (email, voice, and video calls)
• You enjoy solving problems and unsticking customers
• You are flexible and able to adapt to changing needs of the team, the customers, and the queues of the moment

What we’re looking for

• Knowledge of SAAS stack troubleshooting basics, including but not limited to:
  • Log analysis
  • SMTP and domain configuration
  • Postman, curl, or similar testing tools
• Excellent communication skills, including enterprise customer calls
• Interest in supporting and mentoring the TS team

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 4,700 internet businesses use Customer.io to manage, send, and track performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $100,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• Unlimited PTO – we encourage 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 100% medical, dental, vision, and supplemental insurance for you and your dependents
• 12 weeks paid parental leave – for birth, adoption, or foster care
• 401k retirement matching – up to 5% dollar for dollar match to retirement contributions
• Health and wellness allowance – Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
• Home office stipend – Up to $2,000 USD to help you get your home office set up so you can do your best work
• Internet + cell phone reimbursement – Up to $200 USD per month for your internet and cell phone plans
• Co-working space reimbursement – Up to $300 USD per month for those times you’d prefer to work in a co-working environment
• Learning + development – Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops – anything that will help you develop your skills
• 1 month paid sabbatical after four years at Customer.io – to treat yourself to a vacation, or spend however you choose
• 1 annual company retreat per year and opportunities to meet in smaller groups throughout the year
• Flexible schedule, work anywhere you want! – as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

How to apply

Apply at the link below and tell us why you’re interested in the position! We plan to respond to all applicants with a status update about your application.

Here’s what you can expect from our hiring process:

1. 30 minute video call with a Recruiter
2. 30 – 60 minute video call with the Hiring Manager
3. Take Home Assignment
4. Assignment Review Call with potential team members
5. Final Interview with Senior/Executive Leadership