Technical Account Manager

We are looking for a Technical Account Manager to provide hands-on technical services to our Enterprise customers by supporting, developing and providing guidance over Didomi’s Privacy Suite and available features. A Technical Account Manager creates added value as an expert and trusted advisor for how compliance translates to business value while keeping technical performance and constraints in mind.Working with the presales, product and engineering teams to evaluate use cases’ feasibility on premium features, CMP integrations and PMP integrations or style custom development(s)Ensuring technical calls punctually or regularly, and email follow-up for customers having subscribed to dedicated “premium” support, and work closely with their account management team to keep them satisfiedThe key responsibilities are listed below:Handling enterprise customer relationships and technical advisory:Acting as the main technical point of contact for key enterprise clientsBuilding strong, long-term relationships with technical stakeholdersAdvising on implementation, adoption, and optimization of Didomi’s solutionsRepresenting customer needs and constraints internally to ensure satisfaction and retentionHandling presales and technical feasibility evaluation: Working with the presales, product and engineering teams to evaluate use cases’ feasibility on premium features, CMP integrations, PMP integrations or style custom development(s)Handling premium support and customer follow-up:Ensuring technical calls punctually or regularly for customers subscribed to premium supportFollowing up via email with clear, structured updates and action plansCollaborating closely with account management to maintain customer satisfaction and alignmentHandling custom development for PMP integrations, PMP mockups and widgets styles & CMP integrations:Feasibility researchWriting specs and providing information to the account manager(s) for them to define a quotationDeveloping the solutionDocumenting the solution so that it can be maintained and/or re-used more easilyHelping with customer care and technical support internal operations:Maintaining the internal extension and sandboxesDeveloping (new) tools to improve our daily tasks and workloadWorking with the head of care and support, team lead and teammates to automate repetitive or low-added-value tasksHelping the technical support team (and customer care) debug complex ticketsWorking with internal teams, mainly product and engineering to:Provide feedback about the customers’ use cases and main pain pointsHelp, communicate and fix customers’ issuesWhat your job won’t be:Redundant tasks and missions because each customer is unique and so are their use casesA global account management position (Handling invoices, contracts questions etc. as customers do have account managers)A responsibility to do it all (It is not because customers are willing to pay that you’ll develop a solution)Profile:You have a solid technical grounding and hands-on experience in front and/or backend technologiesYou are comfortable using JavaScript/TypeScript (web) or Swift/Kotlin (mobile) to develop custom solutions for our customersYou are comfortable using tools like Postman (REST API debugging), browser dev tools, and basic scripting to test and debug integrationsYou can vulgarize technical matters and adapt to your interlocutorsYou can get to the why and final use case behind customers’ requests to come up with solutionsYou are customer-focused and have experience turning their needs into effective technical solutionsYou can prioritize customers and liaise with their account management teamYou have excellent English French level both written and spokenNice to have:Cloud storage knowledge or experienceMarketing tools consents and preferences knowledge or use casesAbility to teach your teammates or customers and share knowledge either through documentation or trainingRecruitment process:HR Screen to assess your motivations and understanding of the positionTechnical test to assess your technical skills and capabilities to find solutions and solve problemsInterview with the hiring manager to assess hard and soft skills for the positionFinal interview with a founder to assess your capacity to handle large technical customersOriginally posted on Himalayas

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