Offer summary

Qualifications:

Minimum of 4 years of experience in SaaS support for mid-market or enterprise customers., Strong understanding of data extraction, transformation, and business intelligence tools like Tableau., Knowledge of API integrations, particularly with SFCC and/or Magento, is preferred., Excellent communication and problem-solving skills with a solid business acumen..

Key responsabilities:

Work closely with key accounts to address their technical and program needs.

Drive resolution of account issues by identifying problems and coordinating resources.

Assist in pre-sales conversations and manage advanced integrations for strategic accounts.

Provide timely updates to customers and document account intricacies to prevent KPI breaches.

Job description

Company Overview and Culture

Our culture is a team-first mentality built on these Core Values:

Listen and Collaborate
Act with Integrity
Be Creative and Find a Way
Be Bold and Take Risks
Win or Lose Together

For us at GRIN, this means we prioritize our customers when making decisions; grow as individuals personally and professionally which drives business growth; celebrate our wins, own our failures, learn from our mistakes, and expect everyone to do the right thing; bring our whole selves to work each day; and know that we can accomplish more when we work together with humility.

At GRIN, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our product and our community. We champion and encourage those who bring different perspectives, ideas, and creativity to join our team dedicated to bringing people together across the globe. GRIN is proud to be an equal opportunity workplace where we welcome all people regardless of sex, gender identity, race, ethnicity, disability, or other lived experience. GRIN was founded in Sacramento, CA and is committed to 100% remote work.

[[GRIN is able to hire employees in all US states except Alaska, Hawaii, and US Territories]]

Role summary:

Nothing inspires you quite like enabling and helping guide an enterprise to ever higher levels of success. You are an experienced SaaS technical expert with a nose for good business practices, and our enterprise customers need your sure hand and watchful eye to help them achieve their goals on our platform.

You will know what success on the GRIN platform looks like for each customer under your care. You will work closely with them and the Enterprise success team to map their journey, monitor their waypoints, get them to the top of the hill, and you'll be right there with them.

In the TAM role, you will be part of a team of like-minded, engaged professionals, confident in your technical skills, assertive in your ability to take action, vigilant as you monitor and report on customer progress and health, organized and strategic as you muster and deploy resources to meet customer goals, innovative as you find solutions to customer challenges, and adaptive and curious as you learn advanced technologies alongside the latest techniques for succeeding in the creator economy.

This is a very dynamic high-growth environment, with the opportunity to work on new challenges over time.

Responsibilities:

Work closely with key accounts on their technical and program needs
Drive resolution of accounts' issues by preemptively identifying problems and coordinating the appropriate resources to satisfy requirements
Design and implement best practices for campaign lifecycle management platform workflows and account information
Assist in pre-sales conversations and RFPs as needed
Assist with advanced reporting, QBRs, and provide timely updates to customers on projects/support requests
Manage advanced integrations for unique business needs and strategic accounts
Advocate for and scope engineering requests to improve product and benefit strategic accounts
Fully document accounts' intricacies in order to preemptively identify, design, and execute response plans to potential KPI breaches
Extract, analyze, and escalate feedback from accounts
Provide white glove service for early-access and Beta guidance for new functionality or features for strategic accounts
Provide focused assistance for major brand initiatives for strategic accounts (line launches, holiday campaigns, big sales)
Developing technical best practice guides in collaboration with CSMs/Marketing

Qualifications:

Minimum of 4 years of experience SaaS support for mid-market/enterprise customers
Experience with data extraction, transformation, and standard business intelligence tools strongly preferred (e.g. Tableau)
Experience with Marketing Technology and marketing reporting & analytics
Solid business acumen
Knowledge of API integrations, with knowledge of SFCC and/or Magento API & architecture preferred
Strong understanding of MySQL queries
Proven experience managing multiple stakeholders, projects, and customer relationships in a collaborative environment.
Strong technical background with hands-on experience in digital technologies, including software and front-end development.
Excellent communication, analytical, and problem-solving skills, with the ability to understand customer needs and provide timely solutions.

GRIN is committed to fair and equitable compensation practices. Final compensation for the role will depend on a number of factors including a candidate’s qualifications, skills, competencies, and experience as it relates to the role.

United States Annual Base Salary Range

$109,000—$128,500 USD

US Total Rewards