Technical Account Manager (TAM)

Location Type: Remote

Position Overview

Helpshift is seeking a Technical Account Manager (TAM) to partner with our largest and most strategic accounts. The TAM will be responsible for ensuring the retention of key accounts and managing a team of globally situated Customer Success Managers (CSMs). This role involves owning relationships with key stakeholders, driving customer success through product adoption strategies, and providing enablement and optimization best practices to deliver an impeccable customer experience. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a high-performing team.

Responsibilities

• Build strong executive and business user relationships with Helpshift’s clients and internal teams (Account Management, Sales & Marketing, Operations, Product, and Engineering).
• Manage a team of Customer Success Managers across US, EMEA, and APAC, serving Enterprise, SMB, and mid-market customers globally, ensuring client health and satisfaction.
• Partner with Onboarding, Operations, and other relevant teams to manage the customer lifecycle, developing scalable playbooks and identifying process improvement opportunities.
• Collaborate with Product and Engineering teams to advocate for client needs, providing business cases and incorporating customer feedback into roadmap planning.
• Partner with the Support team and Engineering to manage and mitigate escalations, and plan for major releases.
• Collaborate with internal teams (Account Managers, Operations) to create strategies and manage lifecycle events such as renewals, growth, roadmap planning, and beta launches to drive product adoption and business goals.
• Conduct business reviews, working with Account Managers and/or Operations Managers to support customers in establishing critical goals and KPIs, driving feature adoption, ensuring retention, and identifying growth opportunities.
• Act as the Helpshift product expert from a business user perspective, serving as a trusted, strategic advisor to customers.
• Support customers with product-related inquiries, leveraging technical knowledge of Helpshift’s platform to educate clients on best practices for SDK configurations and integrations.
• Respond to customer inquiries within 12-24 hours (by priority level) and manage high-priority client inquiries as needed, including outside of standard business hours.

About You

• High-performing leader with 5+ years of experience managing global teams focused on client engagements.

Company Information

Helpshift bridges the disconnect between conventional customer service channels like email and phone support. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction. Leading brands such as Tencent, Supercell, and Square use the Helpshift platform for messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves over 820 million active consumers monthly.