Technical Account Manager at Braze

| Greater NYC Area
Sorry, this job was removed at 9:44 a.m. (EST) on Tuesday, October 13, 2020
Find out who's hiring in NYC.
See all Sales jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Seamless, HBO, Disney, Urban Outfitters, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.

Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019. The company has also been named on the Forbes Cloud 100, Inc. Magazine’s 2019 Best Places to Work, and Crain's 2019 Best Places to Work in NYC lists.

WHAT WE'RE LOOKING FOR

As a Technical Account Manager you will serve as a partner for the Customer Success Team owning the ongoing technical relationship throughout the customer lifecycle. This role will serve as a trusted technical advisor responsible for defining the Braze technology strategy for our clients and helping them achieve strong technical use of the Braze platform. 

Your focus will be to drive adoption on campaign and reporting deployments of Braze’s product and act as the technical counterpoint between Braze and the client’s product and engineering team. You’ll work to partner and serve as the Technical Subject Matter Expert to support the Customer Success Organization. You will help coordinate post-implementation technical collaboration with Integration and Technical Support for customer issue troubleshooting. You’ll be responsible for rapidly understanding each customer success engineering request from a product SME, business, and technical requirements to drive adoption and ultimately contribute to retention and expansion in the customer lifecycle.

You’ll partner and work off a Success Engineering project based queue and named accounts specific to our enterprise servicing tier of customers that have enterprise organizational structures and architectures -- with the objective of enabling Braze adoption, partnering and empowering long-term value alongside Customer Success Managers.

This is an opportunity to bring your experience as a product and implementation expert, business analyst, technical support solutions, and customer success professional along with a high level of product and technical competence, delivering onsite engagements and training towards adoption. The role requires a fair amount of curiosity and focus, recognized by Business Insider as one of New York’s coolest enterprise startups, and which recently completed rounds of total funding for $100mm.

WHAT YOU'LL DO

  • You’ll be responsible for client success, partnering 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 of the Braze platform for these customers. 
  • Help customers successfully instrument Braze across their stack and refine that instrumentation over time as the use of Braze matures and becomes even more impactful for those customers
  • Facilitate and support product functionality inquiries, recommend solutions, and technical aspects of customer ongoing lifecycle to contribute to renewals and upsell opportunities
  • Support and advocate day-to-day inquiries and requests to support efficiency and value in the use of Braze in the ongoing customer lifecycle
  • Empower customer product and engineering teams to use our product independently and efficiently as possible.
  • Communicate with customers and internal teams to explain products and adoption deployment schedules
  • Document technical requirements, create content, estimate schedules and timelines, goals/metrics, and customer objective key results and outcomes
  • Conduct validation for product use-cases and technical feasibility for product launch
  • Engage with customer marketing, product, and engineering teams to understand their goals for using Braze and how the platform will fit into their tech stack
  • Work off a queue of Success Engineer requests to effectively track the differing types of CSM needs, enablement opportunities, measure effectiveness and efficiency, and insights for contributions to technical development role practice at Braze
  • Contributes to the design of technical and product adoption plans and scopes of work in partnership with the customer to suit their marketing requirements.
  • Coordinate technical effort by Braze resources (Technical Support, Engineering, Product Management) to handle technical issues reported by customers
  • Serve the Customer Success Organization by tackling day-to-day technical solution needs and responsiveness for functional product and technical use cases partnering with CSMs

WHO YOU ARE

  • 3-5 years account management experience in a related area such as Implementation, Technical Support and/or Customer Success for a technical product offering serving Enterprise/Strategic accounts
  • 3+ year technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API's or Programming
  • At least 2 years experience in a customer facing role with demonstrated examples of significant customer communication and coordination efforts
  • Knowledge of object oriented programming, mobile a plus. ie. swift, node, javascript, python, css etc.
  • You are an excellent communicator (written and verbal skills), able to take complex technical ideas and translate them to non-technical stakeholders to achieve the desired outcome
  • Able to work successfully under pressure in a face-paced, dynamic environment
  • You are a natural problem solver, with a high level of intellectual curiosity
  • You are a team player: you work well with internal stakeholders (Solutions Architects, Customer Success Managers, Technical Support, Braze executives) as well as external stakeholders (technical resources, project management teams, customer executives)
  • You are not afraid to commit to significant projects and you have demonstrated experience delivering on those commitments
  • You are able 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, collaborative, and team-oriented environment
  • You like to build sustainable, lasting relationships with key stakeholders at customer accounts - helping that team achieve results that wouldn’t be possible without you
  • You see opportunity and growth in learning more about what you do and how it impacts others

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Flexible time off policy to balance your work and life, including paid parental leave
  • Free daily lunch in the office, including snacks and beverages
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Location

Easily accessible from Penn Station and Hudson Yards.

An Insider's view of Braze

What are some social events your company does?

Every month, a different department hosts a social event - this provides a great opportunity to get to know and collaborate with people across teams. In addition to broader team social events, we also host a quarterly team outing where we do team building activities and socialize outside the office. It’s really fun!

Zana

Business Development Manager, East

How do you collaborate with other teams in the company?

I work closely with teams from across marketing, as well as from a variety of different departments—from customer success to product—to inform the content we create. Thankfully, the people at Braze aren’t just really smart; they’re also thoughtful and kind. That makes collaboration easier and something I look forward to every day.

Todd

Managing Editor, Content Marketing

How would you describe the company’s work-life balance?

At Braze, we refer to work-life balance as work-life harmony -- and we strongly value it. Our flexible paid-time-off policy gives team members the ability to take time off in the way that suits them best.

Andrew

Senior Manager, People Relations

What are Braze Perks + Benefits

Braze Benefits Overview

Our health, dental, and vision plans are among the best out there — a happy team member is a healthy one. Our flexible time-off policy lets you balance your work and life in the way that suits you best, and includes paid parental leave. Globally, we support you as you plan for your future, through regionally tailored programs like 401(k) matching through Betterment in the US. When it comes to snacks in the office, we've got you covered — and lunch is on us every single day. When it comes to engaging in the community, we take it seriously. Each year we send team members to conferences around the world to engage with the developer community and learn the latest and greatest updates in all of the technologies we use. And lastly, we support your professional growth through formal career pathing, the Braze University learning platform, and ongoing enablement to foster success. Want more? Further your education with tuition reimbursement.

Culture
Volunteer in local community
In addition to volunteering in our communities globally, our Braze Cares program focuses on charitable giving. Employees can curate donation funds to support causes and Braze matches $100 per employee
Partners with Nonprofits
We have a partnership in NYC with New York Edge, a nonprofit bridging the opportunity gap among underserved students by providing programs to improve academic performance, health & wellness & more.
Friends outside of work
Eat lunch together
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Continuing Education stipend
More Jobs at Braze42 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Finance
new
New York
Sales
new
New York
Sales
new
New York
Operations
new
New York
Sales
new
New York
Product
new
New York
Sales
new
New York
HR
new
New York
HR
new
New York
Design + UX
new
New York
Design + UX
new
New York
Sales
new
New York
Internships
new
New York
Project Mgmt
new
New York
Marketing
new
New York
Developer
new
New York
Data + Analytics
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Design + UX
new
New York
Data + Analytics
new
New York
Developer
new
New York
Sales
new
New York
Sales
new
New York
Operations
new
New York
Data + Analytics
new
New York
Project Mgmt
new
New York
Developer
new
New York
Product
new
New York
HR
new
New York
Design + UX
new
New York
Sales
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Braze's full profileSee more Braze jobs