Technical Account Manager

## About the Role The Technical Account Manager position at Hightouch is a critical component of the Customer Success team, responsible for overseeing the entire customer journey from kick-off to onboarding and continued customer success. As a product expert, you will leverage your knowledge to ensure Enterprise customers understand and utilize the Hightouch platform to its fullest extent. This role requires a unique blend of technical acumen, business savvy, and exceptional communication skills.

The Technical Account Manager will serve as the bridge between Hightouch and its largest Fortune 5000 customers, driving customer success and increased adoption of the Hightouch platform. This involves understanding customer requirements and issues at a deep level, navigating to elegant and efficient solutions, and guiding customers towards their ideal future state.

As part of the Customer Success team, you will work closely with Sales to strategize on increasing adoption of Hightouch within large organizations. Your technical expertise will be instrumental in delivering timely and organized onboarding, ensuring customers see the full value in Hightouch's products, and advising on technical best practices.

## What You Will Do - Deliver a timely and organized onboarding for customers through effective project management - Ensure customers see the full value in Hightouch's products - Advise on technical best practices - Provide customers with clear, proactive technical guidance and expertise across all Hightouch products - Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations - Contribute to the success of the Hightouch platform by surfacing use cases and problems to Engineering - Work closely with Sales to strategize on increasing adoption of Hightouch within large organizations - Develop and maintain strong relationships with key customer stakeholders - Stay up-to-date with industry trends and emerging technologies in AI marketing - Participate in ongoing training and professional development to enhance technical and business acumen

## What We Are Looking For - 5-10 years of experience in a client-facing and/or technology-focused role where business experience and technical acumen were combined - Experience managing and executing technical projects with a customer-first attitude and a strong sense of empathy - Excellent project management and communication skills - Proven ability to quickly learn new technologies and understand complex systems (SQL, databases, APIs, reporting tools, etc.) - Strong troubleshooting and problem-solving skills with a continuous desire to improve technical acumen - Ability to collaborate cross-functionally with different teams and types of people - Ability to work under pressure, deadlines, and navigate unexpected roadblocks with ease - Proficiency in Excel and experience with data analysis

## Nice to Have - Experience with AI marketing platforms or similar technologies - Knowledge of cloud data warehouses like Snowflake and Databricks - Familiarity with agentic AI and LLMs - Certification in project management or a related field - Experience working in a remote environment and managing virtual teams

## Benefits and Perks - Competitive compensation package - Meaningful equity compensation in the form of IS - Comprehensive health insurance - Flexible PTO policy - Remote work stipend - Ongoing training and professional development opportunities - Access to cutting-edge technologies and innovative solutions - Collaborative and dynamic work environment - Opportunity to work with a leader in AI marketing and partner with industry leaders

- Develop a strong understanding of Hightouch's AI marketing platform and its applications in the industry.

• Highlight your experience with Excel and data analysis, and be prepared to provide examples of how you've used these skills in previous roles.
• Showcase your ability to work in a fast-paced, dynamic environment and navigate complex technical issues.
• Prepare to discuss your experience with customer success and account management, and how you've driven adoption and growth in previous roles.
• Research Hightouch's company culture and values, and be prepared to discuss how your skills and experience align with these.
• Be prepared to provide specific examples of how you've leveraged technical expertise to drive business outcomes and customer success.
• Consider creating a portfolio or case studies that demonstrate your technical and business acumen, and be prepared to discuss these during the interview process.