Strategic Account Manager

2 months ago

Vancouver, British Columbia, Canada Braze Full time
About the Role

We are seeking a highly skilled Technical Account Manager to join our team at Braze. As a Technical Account Manager, you will be responsible for owning the ongoing technical relationship with our customers, collaborating closely with the Customer Success and wider account teams.

This role will serve as a trusted technical advisor, responsible for defining the Braze technology strategy for customers who have purchased the premium service offering and helping them unlock value from their use of the Braze platform.

Key Responsibilities
  • Drive value, retention, and adoption of Braze's product through the customer lifecycle, acting as the technical counterpart between Braze and the client's product and engineering team.
  • Manage a portfolio of named accounts, typically in the Enterprise and Strategic classification of accounts, with unique geographical, scale, and complexity challenges.
  • Partner 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.
  • Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable.
  • Facilitate conversations regarding the customers' desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture.
  • Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle.
  • Empower customer product and engineering teams to use our product as independently and efficiently as possible, communicating with customers and internal teams to explain products and solutions.
  • Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management.
  • Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch and translating the customers' unique requirements to Braze's Product team.
Requirements
  • 3-5 years client-facing experience as a TAM or in a related technical area, such as Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts.
  • 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming.
  • Excellent communication skills, with the ability to take complex technical ideas and translate them to non-technical stakeholders.
  • Natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve problems.
  • Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment.
  • Bilingual skills beyond English are a plus, facilitating communication with our global customer base.
About Braze

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. We allow any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform.

We are proud to be certified as a Great Place to Work in the U.S., the UK, and Singapore. We are committed to creating equitable growth and opportunities inside and outside the organization, and we strive to make our recruiting practices fair, accessible, and inclusive for all candidates.

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