Technical Account Manager

You are passionate about the customer experience, technology, and can personally relate to a developer or product manager’s struggles. You help bridge the gap between technical and non-technical folks and frequently interact with development, product, marketing, and leadership contacts from our largest clients. You want to be the Airship product expert, understanding the client’s use-cases to help guide their technical teams toward continued success with Airship products and services.

Responsibilities

• Coordinate new customer activities with appropriate team members. Keep all parties apprised of customer requirements, deliverables, and timelines.
• Act as a primary point of contact for customers, ensuring a high level of responsiveness if issues arise.
• Provide metrics as established by department leadership to track and report customer activities and associated issues and/or opportunities for reporting to both customer and internal stakeholders.
• Provide world-class support by taking ownership for customer challenges from initial contact to deploy including troubleshooting, assisting with QA, and ensuring that the customer understands any needed changes on their end.
• Partner with the Engineering and Product teams to resolve customer issues, and develop new solutions.
• Provide assistance writing documentation, knowledge-based articles, and tutorials to improve the customer experience of Airship products and services.
• Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements.
• Interface with customers in final stages of contracting with Sales to gather, collect, and document technical, product, and contract requirements regarding the customer’s purchase(s) of Airship products.
• Contribute to the development of Technical Account Management policies and procedures.

Required Skills and Experience

• 3+ years of technical client-facing experience
• Working knowledge of Linux and/or Mac OS X command line
• Able to read code and write code in Python, Java, Objective-C, or a similar object-oriented language
• Able to handle a wide range of customer personas and skills sets during all phases of the customer lifecycle
• Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers
• Outcome based time management skills
• Ability to work in a team environment while working independently

Optional, but definitely a plus

• Knowledge of how to leverage APIs
• Comfortable with iOS and Android mobile platforms and their development tools
• Experience in digital marketing solutions (mobile, web analytics, optimization, email, SMS); combined with SaaS product environment
• Skills with Apple Wallet, Android Pay or other Digital Wallet platforms
• Familiarity with Email specific terms and configuration
• Understanding of routing and processes around SMS
• Bilingual in Spanish/English or other languages a plus