Technical Account Management (Remote)

Job Description

Who we are (or a little bit about us):

CitrusAd is powering retail media, with a personalized sponsored product and display ad technology platform for some of the world's biggest retailers across 25 countries. Our tech paired with a world class services division is driving retailer media sales and enhanced Ad Serving for retailers of any size. Now that’s refreshing!

In 2020, we saw an amazing year of growth for our organization, with the focus being on diversifying from our core platform/technology only offering and expanding into the retail media sector via services, as well as creating the largest US ecommerce grocery network. Each strategic move has meant more success and allowed us to continue to win against our competitors.

Our mission is to be the world’s leading retail media platform, with every aspect of our business being world class. We are able to achieve this by living by our core principles:

• Gratitude, honesty, and transparency
• Show up
• Know the role you play
• Do less, deliver more, obsess
• Incremental improvements
• Take ownership
• Collective leadership
• Team before the individual and most importantly,
• Mutual respect

Why this could be your next big break: 

At CitrusAd, we are committed to fueling our team members’ passion for creativity, collaboration, and desire to learn and grow.  After all, it’s our people that propel us forward. If you thrive in a creatively open environment with a teamwork atmosphere, this may be the job for you!

Our product management team drives our product strategy and roadmap through a solid understanding of our customers' problems and needs, developing solutions that provide demonstrable customer value, delight end users, and ensure customer success. We encourage innovation and creativity. Our team practices world-class product management based on agile and lean standard methodology. Reporting directly to the SVP of Product and Data - this role will help drive relentless product innovation and execution of our feature roadmap.

About the role:

CitrusAd provides e-commerce retailers with a SaaS digital advertising platform that unleashes the potential of an online shelf space. Through its white-label Retail Media Platform, CitrusAd empowers retailers to monetize their site traffic using personalized advertisement solutions including Sponsored Product listings, Responsive Display Banners, Email advertising, Branded Landing pages, and much more.

We are looking for a self-starting, detail-oriented, highly motivated Technical Account Manager (TAM) to join our growing team in the US. As a TAM, you will play a pivotal role in managing the technical integrations and relationships with our biggest clients, ensuring the growth and success of these partnerships.

• Act as a technical owner to assigned accounts, meeting regularly with clients and working through planning and execution of client needs
• Support technical developments, upgrades, and migrations in line with both internal and external business and technical roadmaps
• Monitor active client integrations to proactively identify, troubleshoot, mitigate, and resolve issues expeditiously
• Be the advocate and voice for client requirements when collaborating with internal engineering and product management stakeholders for future feature requests
• Field incoming incident inquiries and collaborate with Customer Success, System Reliability, and Engineering teams to ensure timely resolution, while communicating effectively with customers
• Maintain strong technical knowledge of Citrus’ product offerings and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues
• Provide pre-sales support to the Sales team to secure the “technical close” in the customer sales cycle
• Provide post-sales strategic technical guidance to build solutions for complex problems and collaborating with all stakeholders: clients, internal account management, and engineering teams
• Maintain internal and external documentation surrounding all client integrations

About you: 

We are looking for a Technical Account Manager who has the following skills, knowledge, and experience:

• 2 to 5 years of industry experience in a technical account manager, sales engineer, solutions architect, or support engineer role in a business-to-business, large/strategic customer segment
• Bachelor’s degree in Computer Science (or related) from an accredited institution
• Knowledge in debugging issues in the following languages: JavaScript, SQL, HTML, XML
• Proven record of achievement and technical solution expertise in a comparable role, preferably in a client-facing capacity
• Strong customer service a