Technical Account Manager

## About the Role The Technical Account Manager position at Hightouch is a critical role that requires a unique blend of technical expertise, business acumen, and customer-centric approach. As a bridge between Hightouch and its largest Enterprise customers, you will oversee the entire customer journey, from kick-off to onboarding and continued success. You will be responsible for ensuring that customers understand and utilize the Hightouch platform to its fullest potential.

The role entails working closely with cross-functional teams, including Sales, Customer Support, and Engineering, to drive customer success and identify opportunities for growth. You will be the primary point of contact for customers, providing technical guidance, support, and best practices to help them achieve their business goals.

As a key member of the Customer Success team, you will play a vital role in driving revenue growth, expanding existing customer relationships, and identifying new business opportunities.

## What You Will Do - Develop and execute customized onboarding plans for new customers to ensure timely and successful adoption of the Hightouch platform - Provide technical guidance and support to customers, including troubleshooting, issue resolution, and best practices - Collaborate with Sales to strategize on increasing adoption and driving revenue growth within large organizations - Work closely with Customer Support to resolve technical escalations and ensure customer satisfaction - Deliver regular business reviews and health checks to customers, providing insights and recommendations for improvement - Identify and prioritize customer requirements, working with Engineering to develop and implement new features and enhancements - Develop and maintain technical documentation, including user guides, tutorials, and release notes - Stay up-to-date with the latest advancements in AI, data analysis, and marketing technology, applying this knowledge to drive customer success and growth - Participate in sales calls, product demos, and other customer-facing activities to drive adoption and revenue growth

## What We Are Looking For - 5-10 years of experience in a client-facing and/or technology-focused role, with a strong background in technical project management and customer success - Excellent communication and project management skills, with the ability to communicate complex technical concepts to non-technical stakeholders - Strong technical acumen, with a solid understanding of AI, data analysis, and marketing technology - Proven ability to work in a fast-paced, dynamic environment, with a strong sense of urgency and attention to detail - Experience with SQL, databases, APIs, reporting tools, and other technical systems - Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues - Ability to collaborate cross-functionally with different teams and types of people - Strong business acumen, with a solid understanding of business operations and customer needs

## Nice to Have - Experience with cloud data warehouses, such as Snowflake or Databricks - Knowledge of marketing automation and analytics tools, such as Marketo or Adobe Analytics - Certification in technical project management, such as Scrum or Agile - Experience working with Fortune 5000 customers and driving business growth through data-driven insights

## Benefits and Perks - Competitive salary and equity package - Opportunity to work with a cutting-edge AI platform and drive business growth through data-driven insights - Collaborative and dynamic work environment, with a team of experienced professionals - Flexible working hours and remote work options - Professional development opportunities, including training and certification programs - Access to the latest technologies and tools, including cloud data warehouses and marketing automation platforms - Comprehensive health and wellness benefits, including medical, dental, and vision coverage - Generous PTO and holiday policy, with paid time off for vacation, sick leave, and holidays

- Develop a strong understanding of AI, data analysis, and marketing technology, and be prepared to communicate complex technical concepts to non-technical stakeholders.

• Highlight your experience in managing technical projects and driving customer success, and be prepared to provide specific examples of your accomplishments.
• Show a willingness to learn and adapt to new technologies and systems, and be prepared to discuss your approach to staying up-to-date with the latest advancements in the field.
• Emphasize your ability to work collaboratively with cross-functional teams, and be prepared to discuss your experience working with Sales, Customer Support, and Engineering teams.
• Prepare to discuss your approach to troubleshooting and resolving technical issues, and be prepared to provide examples of your problem-solving skills in action.
• Research the company and the role, and be prepared to discuss your understanding of the company's products and services, as well as your potential contributions to the team.
• Be prepared to discuss your salary expectations and requirements, and be prepared to negotiate based on your research and understanding of the market