Strategic Technical Account Manager

This job is being posted to Silicon Florist because it is potentially open to remote candidates. Feel free to contact me if you’d like to learn about Episerver before applying. I am a PDX-based remote Episerver employee. [email protected]

Strategic Technical Account Manager

We start the new chapter of Episerver as we proudly join forces with Optimizely to create a new wave of digital leaders through transforming digital experience creation and optimization. Episerver is consistently ranked as a market leader in digital experience creation, supporting the digital journeys of 9,000+ global brands, while Optimizely is the world’s leader in experience optimization. Combined, these two powerhouses create the most advanced digital experience platform in the industry. The combination of creation and optimization will enable companies across all segments and industries to take advantage of what content, commerce, personalization and experimentation can bring to their business and to their customers.

The scale of our product has created tremendous potential for growth with Episerver + Optimizely – growth of teams, growth of influence, and growth of personal careers. If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

The Strategic Technical Account Management (STAM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our company.

STAMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, experimentation strategy and on growing a culture of experimentation. STAMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and keen project management skills, STAMs are the driving force that enable our customers to build a highly valuable experimentation program.

Additionally, the STAM serves as the liaison between the customer and our company – facilitating collaboration with Product, Engineering, Sales, Professional Services and others to be the voice of the customer within our company.

Key Responsibilities

• In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 7-10 strategic customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction.
• Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators for their experimentation program.
• Ensure customers adopt best practices for both running their experimentation program and in using our platform
• Aid customer teams in exposing program value to their organization
• Support the development of the Technical Account Management team by mentoring and inspiring fellow TAMs through example and professional and personal experiences
• Drive accountability for deliverables among our company, customer and partner teams
• Assess and provide perspective on customer challenges related to technical implementation, experimentation strategy and building a culture of experimentation.
• Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services.
• Coordinate appropriate resources for each meeting to obtain the desired outcome.
• Identify and develop opportunities for new usage of our product across organizational functions and business units.
• Educate and advise on potential use cases for new or unused features of the company platform.
• Manage account issues and escalations
• Maintain your own current functional knowledge and technical knowledge of the company platform.
• Collaborate with services to produce and implement solutions to customer challenges
• Collect product feedback and advocate for customer needs
• Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise

Qualifications

• You are curious and have a deep desire to continuously improve and learn, with proven capacity to quickly absorb new concepts and technologies, preferably hands-on.
• Strong technical, analytical, and problem solving skills. Ability to tie business problems to technical solutions and understand technology value propositions.
• You feel comfortable leading presentations and demos of our platform to large groups, both technical and non-technical. In-person and virtually.
• You have excellent communication skills. You easily build rapport with technical and non-technical stakeholders, including those at the executive level.
• 3-5 years of experience in a related function with direct customer contact and engagement experience, in a pre-, post-sale or professional services function, preferably at a SaaS-based company.
• Prior experience in a Technical Account Management Role, Customer Success or equivalent with a history of increasing satisfaction, adoption, and retention.
• Familiarity working with clients of all sizes, especially large enterprise organizations
• Experience working with with web or mobile app product and development teams
• Experience with A/B testing/Experimentation and statistical methodologies
• Project and stakeholder management experience & skills
• Ability to travel up to 20% of the time to visit customers