Technical Account Manager (LATAM - Colombia)

Strong understanding of SaaS platforms, JSON, REST APIs, and Webhooks. Minimum of 3-5 years in technical account management, solutions engineering, or support engineering. Experience with enterprise clients is a plus. Ability to solve complex technical challenges and handle unique customer requests. Exceptional English communication skills, both written and verbal. Proficiency in analyzing customer data and generating actionable insights. Strong project management skills and ability to balance multiple high-priority initiatives.

Drive adoption and optimal use of Gladly's products by understanding customer business goals. Lead design and optimization of AI workflows using prompt engineering and third-party integrations. Conduct proactive check-ins, provide actionable suggestions, and ensure effective implementation. Serve as an expert for complex customer situations, providing guidance and solutions. Collect and analyze customer feedback to drive product improvement. Collaborate with CSMs to track progress, surface risks, and align on timelines. Participate in QBRs and EBRs to review progress and ensure customer needs are met.