Un(e) gestionnaire de compte technique

Position Overview

• Location Type: Remote
• Job Type: Not specified
• Salary: Not specified

Helpshift is seeking a Technical Account Manager (GCT) to partner with its most important and strategic accounts. The role involves ensuring key account retention and managing a team of Customer Success Managers (CSMs) globally. This position requires maintaining strong relationships with key internal stakeholders and external parties. The Technical Account Manager is responsible for turning clients into long-term champions, developing a product adoption strategy for their team, and providing best practices in activation and optimization, all while delivering an impeccable customer experience. Leading this team will test your ability to move daily from a high-level customer strategy to tactical account escalations, through retention opportunities. The ideal candidate is a customer-centric strategist, eager to build and mentor a highly motivated team of Customer Success Managers.

Requirements

• Strong relationships with executives and professional users, both with Helpshift clients and internal teams (Services Account Management, Sales, Marketing, Operations, Product, and Engineering).
• Experience managing a team of Customer Success Managers.
• Ability to translate high-level customer strategy into tactical account escalations.
• Strategic customer focus.
• Desire to build and mentor a motivated team of Customer Success Managers.

Responsibilities

• Establish strong relationships with senior leaders and professional users, including Helpshift clients and internal teams.
• Manage a team of Customer Success Managers located in the United States, Middle East & Africa (MEA), and Asia-Pacific (APAC).
• Ensure the overall health and satisfaction of clients within their portfolio.
• Collaborate with the onboarding team, operations teams, and other relevant teams to manage all aspects of the standard and complete client lifecycle.
• Design scalable business strategy manuals and identify opportunities to strengthen internal processes or increase customer satisfaction.
• Transform clients into long-term champions by developing a product adoption strategy for their team and providing best practices in activation and optimization.
• Provide an impeccable customer experience throughout the customer journey.

Application Instructions

• Not specified

Company Information

• Helpshift is a platform for customer service, powered by AI, that helps companies solve problems more effectively and increase customer satisfaction.
• It is installed on two billion devices worldwide and serves more than 820 million active consumers per month.
• Key clients include Tencent, Supercell, Square, and hundreds of other major brands.