Technical Account Manager

As a Technical Account Manager at Helpshift, your key responsibilities will include managing strategic accounts, leading a global team of Customer Success Managers, and ensuring overall customer satisfaction. You'll build strong relationships with clients, collaborate across teams to manage the customer lifecycle, and create strategies that enhance product adoption and retention. You'll also advocate for client needs within the product and engineering teams and handle high-priority client inquiries with agility.

To apply for the Technical Account Manager position at Helpshift, you should have at least 5 years of experience managing global teams focused on client engagements, along with 10 years in account management or customer success roles, typically with a focus on larger enterprise clients. Strong communication skills, a data-driven mindset, and the ability to solve complex problems are essential. Familiarity with technical concepts and a readiness to engage with diverse time zones is also important.

Success as a Technical Account Manager at Helpshift is measured by the health and retention of your assigned accounts, customer satisfaction ratings, and product adoption rates. Your goal will be to turn clients into long-term champions of our platform, which involves setting and achieving key performance indicators (KPIs) aligned with their objectives, providing ongoing support, and helping them leverage Helpshift’s features effectively.

Helpshift offers a dynamic remote work environment that emphasizes flexibility and teamwork. As a Technical Account Manager, you will often be working across multiple time zones, so adaptability is essential. The company values a collaborative culture, encouraging you to work closely with various teams across the organization while supporting your clients and their needs.

When you join Helpshift as a Technical Account Manager, you can expect comprehensive onboarding and ongoing support. This includes training on the Helpshift platform, customer success strategies, and access to resources that will help you excel in your role. You'll also have the opportunity to learn from experienced team members and participate in continuous professional development initiatives, ensuring you stay updated on industry trends and best practices.

When facing a challenging customer situation, it’s crucial to listen actively to their concerns and empathize with their frustrations. I would then analyze the issue, leverage my problem-solving skills to find a solution, and communicate clearly with the customer throughout the process. Documenting the issue and collaborating with internal teams to prevent future occurrences is also vital in these scenarios.

In my previous roles, I managed accounts across various geographical regions, which involved understanding diverse cultural nuances and adapting communication strategies accordingly. Regular updates, nurturing relationships, and ensuring my team was aligned on client objectives were key factors in successfully managing and retaining these global accounts.

To boost customer retention, I focus on developing strong relationships through regular check-ins and understanding their evolving needs. Implementing tailored success strategies, conducting business reviews, and creating a feedback loop for product improvements have proven effective in keeping clients satisfied and engaged with our services.

Prioritization is essential in managing multiple accounts. I identify tasks based on urgency and impact, often utilizing project management tools to keep track of progress. Routine check-ins and feedback from clients help recalibrate priorities to ensure we are addressing the most pressing needs promptly.

I would gather data and feedback from the client to build a strong case for their needs, ensuring I articulate the impact on their business. I would then present this information to relevant internal teams in a collaborative manner, using empathy and problem-solving to advocate effectively while aligning with our company’s goals.

In a previous position, I led a project aimed at improving product onboarding. This involved collaborating with the product team to identify pain points, gathering client feedback, and developing a streamlined process. Throughout the project, I kept stakeholders informed and ensured training was provided. The successful launch resulted in increased product adoption and satisfaction scores.

Data plays a critical role in my decision-making process. I rely on analytics to identify trends, evaluate customer feedback, and measure account performance. By using data-driven insights, I can develop strategies that are tailored to client needs and predict areas for growth, which helps in formulating effective action plans.

I view feedback, whether positive or negative, as an opportunity for growth. I listen actively, thank the client for their input, and reflect on how I can adapt to better meet their needs. This open approach not only resolves issues but also builds trust and rapport with clients.

To ensure a smooth onboarding for a new client, I would create a detailed onboarding plan that encompasses key steps and timelines. Regular communication with the client and internal teams is essential, along with addressing any concerns they may have. Providing comprehensive training sessions and resources also greatly enhances their experience.

My primary motivation as a Technical Account Manager comes from seeing clients succeed with our platform. The joy of turning challenges into triumphs and realizing the tangible impact of my efforts on their business is what drives me to continuously improve and seek innovative solutions.