Technical Account Manager

Handling enterprise customer relationships and technical advisory:

• Acting as the main technical point of contact for key enterprise clients
• Building strong, long-term relationships with technical stakeholders
• Advising on implementation, adoption, and optimization of Didomi’s solutions
• Representing customer needs and constraints internally to ensure satisfaction and retention

Handling presales and technical feasibility evaluation:

• Working with the presales, product and engineering teams to evaluate use cases’ feasibility on premium features, CMP integrations, PMP integrations or style custom development(s)

Handling premium support and customer follow-up:

• Ensuring technical calls punctually or regularly for customers subscribed to premium support
• Following up via email with clear, structured updates and action plans
• Collaborating closely with account management to maintain customer satisfaction and alignment

Handling custom development for PMP integrations, PMP mockups and widgets styles & CMP integrations:

• Feasibility research
• Writing specs and providing information to the account manager(s) for them to define a quotation
• Developing the solution
• Documenting the solution so that it can be maintained and/or re-used more easily

Helping with customer care and technical support internal operations:

• Maintaining the internal extension and sandboxes
• Developing (new) tools to improve our daily tasks and workload
• Working with the head of care and support, team lead and teammates to automate repetitive or low-added-value tasks
• Helping the technical support team (and customer care) debug complex tickets

Working with internal teams, mainly product and engineering to:

• Provide feedback about the customers’ use cases and main pain points
• Help, communicate and fix customers’ issues

What your job won’t be:

• Redundant tasks and missions because each customer is unique and so are their use cases
• A global account management position (Handling invoices, contracts questions etc. as customers do have account managers)
• A responsibility to do it all (It is not because customers are willing to pay that you’ll develop a solution)

Profile:

• You have a solid technical grounding and hands-on experience in front and/or backend technologies
• You are comfortable using JavaScript/TypeScript (web) or Swift/Kotlin (mobile) to develop custom solutions for our customers
• You are comfortable using tools like Postman (REST API debugging), browser dev tools, and basic scripting to test and debug integrations
• You can vulgarize technical matters and adapt to your interlocutors
• You can get to the why and final use case behind customers’ requests to come up with solutions
• You are customer-focused and have experience turning their needs into effective technical solutions
• You can prioritize customers and liaise with their account management team
• You have excellent English French level both written and spoken

Nice to have:

• Cloud storage knowledge or experience
• Marketing tools consents and preferences knowledge or use cases
• Ability to teach your teammates or customers and share knowledge either through documentation or training

Recruitment process:

• HR Screen to assess your motivations and understanding of the position
• Technical test to assess your technical skills and capabilities to find solutions and solve problems
• Interview with the hiring manager to assess hard and soft skills for the position
• Final interview with a founder to assess your capacity to handle large technical customers

Originally posted on Himalayas