Technical Account Manager (Remote in Australia)

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Requirements:

• Proven experience (1-5 years) in a similar role as a Technical Account Manager, Customer Success Executive, Solutions Architect or a related position, preferably within SaaS or a technology-driven remote company
• Strong technical background with a product mindset and the ability to understand GraphQL APIs, CSV Data feeds and Shopify
• Exceptional customer service skills with a track record of building and maintaining strong client relationships with enterprise customers
• Excellent communication, problem-solving and presentation skills
• Ability to work in a global, remote, cross-functional team and collaborate effectively with product, engineering, customer support and revenue teams
• Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts
• A proactive approach to troubleshooting and solving problems

Responsibilities:

• Serve as the primary point of contact for existing customers, addressing technical inquiries and concerns promptly.
• Build and maintain strong, long-term relationships with key accounts, serving as the primary technical point of contact
• Develop a deep understanding of Nivoda’s platform, providing technical guidance and best practices for integrations, implementation, and ongoing use
• Ensure smooth onboarding of SaaS products, driving successful integrations and product adoption by tailoring the product to their needs
• Act as the technical liaison between customers and internal teams to address and resolve any issues, helping to troubleshoot complex problems
• Proactively monitor customer health and usage data to identify risks and opportunities for upsell or cross-sell of additional services. Work closely with the Product and Sales teams to renew and expand customer accounts
• Conduct technical training sessions for customers to help them fully leverage Nivoda’s feeds, ensuring long-term success
• Act as the voice of the customer within Nivoda, providing feedback to the product and engineering teams to help shape future product developments and enhancements
• Drive customer satisfaction through personalized engagements with CSAT monitoring and SLA’s on implementation