Technical Account Manager (Senior Level)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

At Kustomer, we take our clients’ experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients and ensures they achieve value from our platform. From the moment our Implementations team onboards our clients to our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Kustomer. 

Technical Account Managers provide deep technical and product expertise to our strategic clients. They will work closely with Customer Success Managers to drive product adoption and coach our largest and most technical customers on best practices. Further, TAMs debug and consult on highly complex technical integrations, develop tailored product- and code-based solutions, and collaborate with the Product & Engineering teams to surface feature requests that enhance the overall customer experience.. Ultimately, our TAMs are a critical part of ensuring the success of our customers' technical strategies, creating a best-in-class customer experience, and maintaining revenue for our business.  

You'll be responsible for:

• Serving as the primary technical and product expert for named accounts. You’ll work proactively with Kustomer’s strategic customers to develop a deep understanding of their business objectives and help them achieve value in our products by conveying best practices and ensuring their product needs are met

• Helping midsize to large customers on a scheduled and ad-hoc basis to solve technical challenges as they arise

• Influencing the future of our products by funneling feature requests, product enhancements, and bug fixes to the Product organization, working with customers and to ensure an understanding of their requirements and desired outcomes, and following up as needed internally and externally with customers through the development and release lifecycle to ensure that we are meeting and exceeding customer expectations

• Analyzing customer data to identify and propose new ideas and processes and to increase product adoption

• Partnering with Support to research, troubleshoot, diagnose, and resolve technical issues

• Leading custom training and demos with customers as required

• Providing technical help and answers to CSM’s for smaller unassigned customers that do not require direct communication

• Acting as an advocate, quarterbacking the solving of complex technical issues when appropriate. We are the voice of the customer within the organization

• Contributing to our technical solutions library, maintained by the TAMs, to provide customers and team members guided and reusable solutions in the future

• Mentoring fellow Technical Account Managers to enhance their technical and customer-facing skills

• Communicating internally to answer technical or product questions to Kustomer team members

Your qualifications:

• You possess