Technical Account Manager

This is a remote position.

Location: Preferred London (Remote)

Shoppable Media is Our Client’s product which allows brands to keep interested consumers on their path to purchase, by providing a seamless and dynamic connection between their website or digital campaigns and their preferred retailers. Concretely, we help brands to make their content and digital campaigns actionable, which increases conversion rates, improves consumer satisfaction and strengthens relationships with retailers.

Our Client is seeking a highly motivated, relationship-focused, and results-driven Technical Account Manager to engage, support, and retain a portfolio of customers. In this role, you'll act as a trusted technical partner- helping clients navigate any technical needs that arise and ensuring they are set up for success with Our Client’s product. You’ll own a dedicated book of business and play a critical role in driving customer satisfaction and retention, while also organically uncovering new areas of value and growth opportunities for Our Client. We’re looking for someone who is data-driven and excels at building strong client relationships to help transform how our customers work with Shoppable Media.

Responsibilities:

What will you be doing?

• Driving service adoption and full utilization of Our Client’s solutions within the assigned book of business  
  
• Monitor usage within the assigned book of business and accurately forecast risk to the business 
  
• Developing a trusted advisor relationship with clients and internal stakeholders
  
• Delivering product training sessions, providing insightful technical answers, and recommending creative ways to get the most out of their agreement
  
• Creating custom reporting from client data to help them analyze business trends and make strategic decisions including competitive benchmarks
  
• Defining and monitoring product usage to optimize time to value
  
• Partner with Product, Engineering or Support to share use-cases & customer needs for Our Client’s product
  
• Working cross-functionally to resolve customer business issues and work towards mutual goals
  
• Being the voice of the customer to the product and marketing team to identify gaps and potential features
  
• Understanding the technical intricacies of a client’s configuration — feeds, API, FTP, tracking
  
• Reviewing client’s performance relative to their goals 
  
• Acting as the go-to technical resource for product-related questions and issues, both internally and externally
  
• Support brand’s ongoing widget maintenance and audit their catalog’s retailer coverage 
  
• Acting as a liaison between the client and engineering on a project basis and lead client calls to provide updates on project statuses
  
• Assist in creating and presenting in quarterly business reviews 
  

Requirements

WHO YOU ARE

• Demonstrable experience in analytics and reporting 
  
• Technical competence such as feed management, APIs, HTML, CSS, etc.
  
• Ability and drive to quickly and thoroughly learn the proprietary systems to become an expert both for internal and client needs
  
• 2+ years experience as a Technical Account Manager or equivalent within an E-commerce or a MarTech SaaS organization 
  
• Proven track record of driving measurable customer outcomes & KPIs.
  
• Comfort handling a high volume of new and existing customers and are open to fluctuation.
  
• Ability to summarize results back to customer to showcase value & ROI of our partnership
  
• Experience navigating complex client relationships with multiple stakeholders across differing levels of seniority.
  
• Exceptional communicator and compelling presenter with experience presenting to senior level executives. 
  
• Analytically savvy, with experience in data storytelling and delivering insights to support value demonstration & competitive differentiation.
  
• Comfortable working in Google Slides, Sheets, and Excel.
  
• Worked cross-functionally with account executives, support, implementation, product and marketing peers.