Tittle: Technical Account Manager (TAM)
Location: Bellevue, Washington
Duration: Full Time with Trestle
As the primary point of contact for enterprise customers, you will play a crucial role in retaining and expanding our customer base, directly impacting company growth and customer satisfaction. Account managers will support the business by providing excellent service and technical support to our clients. We are a customer-centric company. We are focused on understanding our customers' and partners' business problems, providing timely and valuable support and analysis, and acting as their advocate. This role will be to manage various enterprise customers and partners and collaborate with sales, product, and the leadership team to ensure we provide the best possible ROI and customer experience. You'll not only be part of a growing team but also have opportunities for career development as the company continues its expansion.
In this role, you will:
- Serve as the main customer contact and provide excellent customer service to our current customers and partners.
- Engage with internal and external product/engineering stakeholders to suggest product improvements and ensure successful integrations.
- Retain and grow a select list of accounts by developing an in-depth understanding of customers' and partners' business problems/goals and internal workflows/processes.
- Proactively identify opportunities in assigned customer portfolios for successful onboarding, increased adoption of our products, and expansion into other business areas.
- Identify areas of opportunity and/or concern based on usage patterns, API response time, and regular client communication.
- Utilize various analytics, reporting, and other internal software to maximize customer success.
- Engage with our customers and partners via phone, email, and in-person to develop relationships and identify areas for growth and expansion.
- Be an expert on the full suite of our products; use this knowledge and a consultative approach to maximize customer success.
- You will work closely with sales, engineering, and product teams to ensure seamless integration and the delivery of high-impact customer solutions, all within a collaborative and innovative environment.
- Troubleshoot potential bugs and issues and work with internal teams to properly escalate patterns that warrant more attention.
- Negotiate contracts for incremental business opportunities and renew existing contracts with the most favorable terms for the client and us.
- Travel up to 20% domestically, primarily to customer sites and conferences, as needed.
About You:
- Bachelor's degree in business, Communications, related field or equivalent experience
- Proven track record in account management within the tech industry, ideally with experience working with developer teams or sales engineering
- Experience with recurring revenue models and account retention strategies
- Experience with APIs, data analytics tools, or integration platforms is a plus.
- Previous experience working with channel partnerships is a huge plus.
- Exceptional attention to detail with strong organizational and prioritization skills
- Strong presentation skills and proven ability to effectively communicate product information to the C-suite
- Comfort in a fast-paced startup environment