Technical Account Manager

Urban Airship   •  

Portland, OR

Industry: Enterprise Technology

  •  

Less than 5 years

Posted 25 days ago

You are passionate about the customer experience and technology, and can personally relate to a developer's struggles. You help bridge the gap between technical and non-technical, and frequently interact with development, product, marketing, and leadership contacts from our largest clients.

You will act as the product expert, understanding and utilizing a client's use-case to help guide their technical teams toward continued success with Airship products and services.

Responsibilities

  • Coordinate customer activities with appropriate team members. Keep all parties apprised of customer requirements, deliverables, and timelines.
  • Act as the dedicated point of contact for your customers, ensuring a high level of responsiveness if issues arise.
  • Provide metrics as established by department leadership to track and report customer activities and associated issues and/or opportunities for reporting to both customer and internal stakeholders.
  • Provide world-class support by taking ownership for customer challenges from initial contact to deploy including troubleshooting, assisting with QA, and ensuring that the customer understands any changes they need to make.
  • Partner with the Engineering and Product teams to resolve customer issues.
  • Write documentation, knowledge base articles, and tutorials to improve the customer experience of Airship products and services.
  • Participate in the QA process for current and new products/services, and work frequently with product and engineering teams to address opportunities and product enhancements.
  • Interface with customers alongside a stellar sales team in the final stages of contracting to gather, collect, and document technical, product, and contract requirements regarding the customer's purchase(s) of Airship products.
  • Contribute to the development of Technical Account Management policies and procedures.
  • Do whatever it takes to provide an outstanding experience!

Required Skills and Experience

  • 3+ years of technical client-facing experience
  • Working knowledge of Linux and/or Mac OS X command line
  • Able to read code and write code in Python, Java, Objective-C, or a similar object-oriented language
  • Able to handle a wide range of customer personas and skills sets during all phases of the customer lifecycle
  • Strong written and verbal communication skills, including the ability to communicate with both technical and non-technical customers
  • Must thrive in a fast-paced environment while keeping up with multiple projects
  • Ability to work productively in a team environment and also independently

Optional, but definitely a plus

  • Knowledge of how to leverage APIs
  • Comfortable with iOS and Android mobile platforms and their development tools
  • Experience in digital marketing solutions (mobile, web analytics, optimization, email, SMS) and/or a SaaS product environment
  • Skills with Apple Wallet, Android Pay or other Digital Wallet platforms
  • Familiarity with Email-specific terms and configuration
  • Understanding of routing and processes around SMS