Technical Account Manager

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU’LL DO

As a Technical Account Manager, you will serve as a partner for the Customer Success Team owning the ongoing technical relationship throughout the customer lifecycle. This role will serve as a trusted technical advisor responsible for defining the Braze technology strategy for our clients and helping them achieve strong technical use of the Braze platform.

Your focus will be to drive adoption on campaign and reporting deployments of Braze’s product and act as the technical counterpoint between Braze and the clients’ product and engineering team. You’ll work to partner and serve as the Technical Subject Matter Expert to support the Customer Success Organization. You will help coordinate post-implementation technical collaboration with Integration and Technical Support for customer issue troubleshooting. You’ll be responsible for rapidly understanding each customer success engineering request from a product SME, business, and technical requirements to drive adoption and ultimately contribute to retention and expansion in the customer lifecycle.

You’ll partner and work off a Technical Account Management project-based queue and named accounts specific to our enterprise servicing tier of customers that have enterprise organizational structures and architectures -- with the objective of enabling Braze adoption, partnering, and empowering long-term value alongside Customer Success Managers.

This is an opportunity to bring your experience as a product and implementation expert, business analyst, technical support solutions, and customer success professional along with a high level of product and technical competence, delivering onsite engagements and training towards adoption.

• You’ll be responsible for client success, partnering with the Customer Success Team, to own the technical relationship for assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity of the Braze platform for these customers.
• Help customers successfully instrument Braze across their stack and refine that instrumentation over time as the use of Braze matures and becomes even more impactful for those customers
• Facilitate and support product functionality inquiries, recommend solutions, and technical aspects of customer ongoing lifecycle to contribute to renewals and upsell opportunities 
• Support and advocate day-to-day inquiries and requests to support efficiency and value in the use of Braze in the ongoing customer lifecycle
• Empower customer product and engineering teams to use our product as independently and efficiently as possible.
• Communicate with customers and internal teams to explain products and adoption deployment schedules
• Document technical requirements, create content, estimate schedules, and timelines, goals/metrics, and customer objective key results and outcomes
• Conduct validation for product use-cases and technical feasibility for product launch
• Serve the Customer Success Organization by tackling day-to-day technical solution needs and responsiveness for functional product and technical use cases partnering with CSMs

WHO YOU ARE

• 3-5 years client-facing experience as a TAM or in a related area such as Implementation, Technical Support, and/or Customer Success, for a technical product offering serving Enterprise/Strategic accounts
• 3+ year technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API's or Programming
• You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and tr