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Technical Account Manager

4 months ago

New York, New York, United States Kustomer Full time

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta's Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer's growth and success for many years to come.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

At Kustomer, we take our clients' experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients and ensures they achieve value from our platform. From the moment our Implementations team onboards our clients to our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Kustomer.

Technical Account Managers provide deep technical and product expertise to our strategic clients. They will work closely with Customer Success Managers to drive product adoption and coach our largest and most technical customers on best practices. Further, TAMs debug and consult on highly complex technical integrations, develop tailored product- and code-based solutions, and collaborate with the Product & Engineering teams to surface feature requests that enhance the overall customer experience. Ultimately, our TAMs are a critical part of ensuring the success of our customers' technical strategies, creating a best-in-class customer experience, and maintaining revenue for our business.

You'll be responsible for:

  • Serving as the primary technical and product expert for named accounts. You'll work proactively with Kustomer's strategic customers to develop a deep understanding of their business objectives and help them achieve value in our products by conveying best practices and ensuring their product needs are met
  • Helping midsize to large customers on a scheduled and ad-hoc basis to solve technical challenges as they arise
  • Influencing the future of our products by funneling feature requests, product enhancements, and bug fixes to the Product organization, working with customers and to ensure an understanding of their requirements and desired outcomes, and following up as needed internally and externally with customers through the development and release lifecycle to ensure that we are meeting and exceeding customer expectations
  • Analyzing customer data to identify and propose new ideas and processes and to increase product adoption
  • Partnering with Support to research, troubleshoot, diagnose, and resolve technical issues
  • Leading custom training and demos with customers as required
  • Providing technical help and answers to CSM's for smaller unassigned customers that do not require direct communication
  • Acting as an advocate, quarterbacking the solving of complex technical issues when appropriate. We are the voice of the customer within the organization
  • Contributing to our technical solutions library, maintained by the TAMs, to provide customers and team members guided and reusable solutions in the future
  • Mentoring fellow Technical Account Managers to enhance their technical and customer-facing skills
  • Communicating internally to answer technical or product questions to Kustomer team members

Your qualifications:

  • You possess a Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent professional experience
  • 5+ years of Technical Account Management or Professional Services SaaS experience with a technical product
  • Strong technical background including experience with systems architecture, RESTful API usage, webhooks, multiple development languages (Javascript or Python preferred), and the fundamentals of computer science
  • Deep understanding of software integration and agile development lifecycle and processes
  • Ability to use data and statistics to identify patterns, enriching your recommendations for process/product improvements
  • Strong communication and interpersonal skills including the ability to quickly build rapport. You should be motivated to help your clients and our team achieve their goals
  • Ability to simplify and communicate complex technical concepts to non-technical audiences and to explain concepts and solutions to technical advanced colleagues and customers
  • Strong troubleshooting skills
  • The capacity for creative problem solving and ability to create innovative solutions to meet complex customer needs
  • Experience with advocating for your customers' needs within your organization and driving to solutions
  • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

Bonus qualifications:

  • Spanish fluency
  • Project management experience
  • Familiarity with technologies such as , React, Java, Go, MongoDB, and AWS

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in and does not seek funds from candidates in any circumstances.