Senior Technical Account Manager - Customer Success
New
United StatesFull-TimeSenior
SalaryOTE range of $110,000 - $150,000
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Job Details
- Required Skills
- Project ManagementData analyticsChange ManagementCustomer SuccessSaaSPrompt EngineeringGenerative AI
Requirements
- Proven experience in technical account management, customer success, solutions consulting, implementation, or a related customer-facing technical role.
- Strong understanding of SaaS platforms, workflow optimization, automation concepts, integrations, and enterprise technology adoption.
- Experience leading customer onboarding, change management, enablement programs, and long-term account strategies.
- Ability to analyze customer processes and translate business challenges into practical technical solutions.
- Familiarity with generative AI concepts, prompt engineering, automation frameworks, and AI-driven productivity solutions.
- Strong project and program management skills, with the ability to manage multiple stakeholders, timelines, and priorities.
- Comfortable working with dashboards, adoption metrics, usage data, and reporting tools to communicate customer health and ROI.
- Excellent communication and presentation skills, with the ability to build credibility with both technical teams and business executives.
- Strong ownership mindset with the ability to proactively identify opportunities, solve problems, and drive outcomes.
- Ability to collaborate effectively across Sales, Product, Engineering, and Support teams while influencing without direct authority.
Responsibilities
- Lead customer onboarding and implementation initiatives, from discovery and solution design through training, launch, and ongoing enablement.
- Translate customer business requirements into scalable technical solutions, including workflows, templates, integrations, automations, and governance structures.
- Develop and execute customer success plans focused on adoption, engagement, retention, and measurable business outcomes.
- Monitor account health metrics, usage trends, stakeholder engagement, and adoption levels to identify opportunities and risks.
- Conduct workflow discovery sessions to understand current processes, identify improvement areas, and design optimized future-state solutions.
- Drive adoption of AI-powered capabilities and automation features by identifying use cases, designing workflows, and supporting successful deployment.
- Provide guidance on AI best practices, including prompt design, automation strategies, agent configuration, and scaling AI initiatives across teams.
- Analyze product usage data and reporting insights to communicate ROI, identify expansion opportunities, and support strategic decision-making.
- Serve as a trusted advisor to customer stakeholders, building strong relationships across technical, operational, and executive teams.
- Collaborate with Sales, Product, Engineering, and Support teams to advocate for customer needs and improve the overall customer experience.
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