Technical Account Manager

Position Overview

• Location Type: Remote
• Job Type: Technical Account Manager (TAM)
• Salary: Not Specified

Helpshift bridges the disconnect between conventional customer service channels (e.g., email, phone support) with its AI-powered customer service platform. This platform enables companies to resolve issues more efficiently, thereby boosting customer satisfaction. Helpshift's technology is installed on two billion devices globally, serving over 820 million active consumers monthly.

The company is seeking a Technical Account Manager (TAM) to partner with its 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 internal and external stakeholders, transforming customers into long-term champions, developing product adoption strategies, and providing enablement and optimization best practices to ensure an impeccable customer experience. The position requires the ability to context-switch daily between high-level customer strategy, tactical account-level escalations, and retention opportunities. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of highly motivated CSMs.

Requirements

• Not Specified

Responsibilities

• Build strong executive and business user relationships with Helpshift’s clients and internal teams across Account Management, Sales & Marketing, Operations, Product, and Engineering.
• Manage a team of Customer Success Managers located across US, EMEA, and APAC, serving Enterprise, SMB, and mid-market customers globally.
• Partner with the Onboarding team, Operations teams, and other involved teams to manage all aspects of the standalone and end-to-end customer lifecycle.
• Build scalable playbooks and identify opportunities to strengthen internal processes or increase client satisfaction.
• Collaborate with product and engineering teams to advocate for client needs with supporting business cases and incorporate the voice of the customer into roadmap planning.
• Partner with the support team and engineering to handle and mitigate escalations, as well as plan for major releases.
• Collaborate with internal teams, including Account Managers and the Operations team, to create strategies and manage major lifecycle events such as renewals, growth, roadmap planning, and beta launches to support product adoption and business goals.
• Conduct business reviews and work with Account Managers.

Company Information

• Helpshift is utilized by companies such as Tencent, Supercell, Square, and hundreds of other leading brands.
• The platform is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.