Technical Account Manager

Description:

We are looking for a Technical Account Manager (TAM) to ensure the long-term success of our merchants in North America and Europe. This candidate will aid the different teams in Global-e with the technical aspects of the product by providing technical coverage to customers. Technical account managers are highly knowledgeable about the product and its capabilities, while maintaining an overview of precisely how customers use the products and services provided by Global-e. With proper analytics and reporting, TAMs can use that data to assist in enhancing the customer experience and customer satisfaction set forth by management.

The TAM role in Global-e offers a great chance for the right candidates to shape the relationship with Global-e’s most strategic customers and work alongside top management.

Responsibilities:

• Be responsible for a group of strategic merchants.
• Be the first escalation point for technical issues.
• Advocating for the customer internally in Global-e, drive to customer satisfaction.
• Document and maintain internal knowledge related to merchant use cases and implementation.
• Ensure monitoring in place for merchant-relevant use cases.
• Manage periodic meetings with the merchants - go over open issues, incidents, and IRs.
• Join QBRs with the CSM and the merchants and present stats of merchant tickets and detailed status on high-profile issues.
• Analyze open cases and reported issues, look for ways to improve the service, and solve repeating issues for the customer.
• Train and advise customers on how to use the products effectively.
• Have periodic internal sync meetings with the CSMs about customers’ health and status.
• Help with leading RCAs and IRs.
• Conduct quarterly meetings with the product team to review the top 10 merchant main repeating production issues.
• Supporting merchants in preparing for major sales activities.

• 3+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer), experience with working with high-profile customers.
• Proven ability to build and maintain relationships with customers. Excellent customer service skills with a passion for customer satisfaction and success.
• Experience with troubleshooting tools, SQL and log analysis
• Proficiency in data analysis tools and techniques.
• Excellent verbal and written communication skills and ability to maintain conversations with customers in a diplomatic and goal-focused manner.
• Ability to monitor customer activity and create reports.
• Ability to learn new software tools on the job, and the ability to provide customer training on those tools
• Strong presentation skills; comfortable engaging with executive-level clients.