Technical Account Manager (Senior Level)

| New York, NY, USA | Remote
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About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

At Kustomer, we take our clients’ experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients and ensures they achieve value from our platform. From the moment our Implementations team onboards our clients to our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Kustomer. 

Technical Account Managers provide deep technical and product expertise to our strategic clients. They will work closely with Customer Success Managers to drive product adoption and coach our largest and most technical customers on best practices. Further, TAMs debug and consult on highly complex technical integrations, develop tailored product- and code-based solutions, and collaborate with the Product & Engineering teams to surface feature requests that enhance the overall customer experience. Ultimately, our TAMs are a critical part of ensuring the success of our customers' technical strategies, creating a best-in-class customer experience, and maintaining revenue for our business.

You'll be responsible for:

  • Serving as the primary technical and product expert for named accounts. You’ll work proactively with Kustomer’s strategic customers to develop a deep understanding of their business objectives and help them achieve value in our products by conveying best practices and ensuring their product needs are met

  • Helping midsize to large customers on a scheduled and ad-hoc basis to solve technical challenges as they arise

  • Influencing the future of our products by funneling feature requests, product enhancements, and bug fixes to the Product organization, working with customers and to ensure an understanding of their requirements and desired outcomes, and following up as needed internally and externally with customers through the development and release lifecycle to ensure that we are meeting and exceeding customer expectations

  • Analyzing customer data to identify and propose new ideas and processes and to increase product adoption

  • Partnering with Support to research, troubleshoot, diagnose, and resolve technical issues

  • Leading custom training and demos with customers as required

  • Providing technical help and answers to CSM’s for smaller unassigned customers that do not require direct communication

  • Acting as an advocate, quarterbacking the solving of complex technical issues when appropriate. We are the voice of the customer within the organization

  • Contributing to our technical solutions library, maintained by the TAMs, to provide customers and team members guided and reusable solutions in the future

  • Mentoring fellow Technical Account Managers to enhance their technical and customer-facing skills

  • Communicating internally to answer technical or product questions to Kustomer team members

Your qualifications:

  • You possess a Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent professional experience

  • 5+ years of Technical Account Management or Professional Services SaaS experience with a technical product

  • Strong technical background including experience with systems architecture, RESTful API usage, webhooks, multiple development languages (Javascript or Python preferred), and the fundamentals of computer science 

  • Deep understanding of software integration and agile development lifecycle and processes 

  • Ability to use data and statistics to identify patterns, enriching your recommendations for process/product improvements

  • Strong communication and interpersonal skills including the ability to quickly build rapport. You should be motivated to help your clients and our team achieve their goals 

  • Ability to simplify and communicate complex technical concepts to non-technical audiences and to explain concepts and solutions to technical advanced colleagues and customers

  • Strong troubleshooting skills

  • The capacity for creative problem solving and ability to create innovative solutions to meet complex customer needs

  • Experience with advocating for your customers’ needs within your organization and driving to solutions

  • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

Bonus qualifications:

  • Spanish fluency

  • Project management experience

  • Familiarity with technologies such as Node.js, React, Java, Go, MongoDB, and AWS

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.

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Technology we use

  • Engineering
  • Product
  • People Operations
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • ElasticsearchDatabases
    • MongoDBDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • Big QueryAnalytics
    • FigmaDesign
    • MiroDesign
    • PhotoshopDesign
    • TrelloManagement
    • Github IssuesManagement
    • SlackCollaboration
    • ZoomCollaboration

Location

New York, NY

An Insider's view of Kustomer

What are some social events your company does?

We've started a tradition we refer to as Kamp Kustomer - a yearly in-person retreat where we come together in fun locations like the Poconos to reconnect, build trust within our teams, and collaborate. It's a great chance to unwind from the daily routine and we always return with renewed energy and focus.

Catherine

Senior Technical Writer

What projects are you most excited about?

I am eager to work on the most complex use cases of our clients. These opportunities are where I can best demonstrate my skills and the power of the Kustomer platform. As a customer service-focused platform, Kustomer offers endless possibilities, and it’s rewarding to see the memorable customer service experiences our clients are able to create.

Megied

Solutions Engineering

How has your career grown since starting at the company?

Something that I’ve learned during my time at Kustomer is the power of embracing your team’s knowledge. As professionals in the workforce, we’re often pushed into thinking that we need to know everything and work in a silo. Everyone at Kustomer embraces collaboration and supporting each other through their projects. It’s very special in that way.

Lauren

Customer Success Manager

What unique initiatives do you have that encourage innovation?

Kustomer's new path forward brings generative AI advancements to the platform. Generative AI's new approach to building personalized context in our features leverages inputs and outputs within our data. A core tenet of ours is building these features in a responsible and ethical way by respecting privacy and security principles above all else.

Patrick

Software Engineering Manager

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 50+ people to Kustomer in 2023! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

Chief People Officer/ Chief of Staff to the CEO

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
OKR operational model
Pair programming
Remote work program
Diversity
Mean gender pay gap below 10%
Diversity employee resource groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Kustomer hosts a holiday company outing annually.
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within

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