Technical Account Manager

The position::

Join our dynamic Production group as a key member of the Customer Support team. In this role, you will play a pivotal part in cultivating and maintaining strong relationships with our top-tier customers, managing ongoing meetings, and ensuring unparalleled customer satisfaction.

Your responsibilities will include tackling complex customer challenges, handling technically demanding tickets, and addressing critical requests with precision. You will also be responsible for presenting key performance metrics and features to enhance customer success and system performance.

You’ll collaborate closely with cross-functional teams across Operations, Business, and R&D to ensure a seamless account service experience in a dynamic, fast-paced environment.

A day in the life::

• Manage on-going communication with customers, acting as Trigo’s main point of contact.
• Hold and prepare on-demand and weekly customer meetings.
• Present key performance metrics, analytics and new features to clients and stakeholders.
• Respond to complex customer tickets and requests.
• Coordinate major deployments and significant events internally and with customers.
• Provide technical explanations regarding system changes and incidents to customers.
  
  

• At least 2 years of experience as a Technical Account Manager or Customer Success Manager.
• Demonstrated success in managing and supporting global accounts in the tech industry.
• Proficiency in analyzing data and communicating actionable insights effectively to clients and internal stakeholders.
• Ability to reflect and advocate for customer needs and pain points within the organization.
• Exceptional verbal and written communication skills in both English and Hebrew.
• Strong understanding of system infrastructures and architectures, including cloud and on-premises platforms and integrations.
• Ability to write and interpret technical documentation.
• A proactive, detail-oriented mindset with the ability to thrive under pressure.
  
  

• Hands-on experience with Zendesk.
• Previous experience in the retail-tech sector.
• Fluency in German.