Technical Account Manager II

Sinch

8h • $75,000 - $94,000 • Remote

About The Position

A Technical Account Manager at Sinch (Mailgun) is what we like to call a customer advocate for our clients utilizing our Managed service. A TAM is responsible for owning the relationship with their clients and any and all of the client’s issues from understanding what the issue is, to effectively communicating to any internal stakeholders, and following through to resolution of the issue. The TAM is the primary dedicated POC for their clients and are critical in keeping their clients engaged and helping Sinch (Mailgun) meet its retention goals.

Requirements

• Ability to create and maintain strong relationships with both clients and internal teams
• Strong technical background with the ability to effectively communicate issues to a wide variety of client contacts
• Experience with email systems, DNS, Telnet, APIs
• Strong project and time management skills, to include prioritization of multiple tasks across potentially dozens of clients
• Excellent communication (verbal and written), critical thinking and analytical skills
• 2+ years of experience in an Account Management, Technical Support or similar client facing role where you are the primary POC for a strategic customer
• A technical understanding of email and email delivery
• Experience with a programming language such as Python or PHP and scripting
• Bachelor's degree
• This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO

Responsibilities

• Work closely with clients to understand their business and how it relates to email so that the client can effectively use Mailgun to reach their business goals
• Work closely with clients to ensure they understand and are able to implement email best practices that align with their business needs and to help improve overall email deliverability
• Use tools to proactively monitor Sender Scores, blocklists, delivery rates, etc and work with the client to fix any issues that may arise, as well as provide guidance on how to avoid these issues
• Ensure clients and Mailgun are in compliance with Service-Level Agreements, Terms Of Service, Acceptable Use Policies, etc.
• Work with the Sales team to identify revenue growth opportunities through utilization of new services and/or contract renewals
• Develop and maintain strong product knowledge of Mailgun and its competitors to properly support their clients, as well as evangelize new product features as they are released
• Acts as a point of escalation for peers and Leadership
• Acts as a liaison between TAM team and other departments and organizations
• Create/update internal and external documentation related to deliverability and Deliverability Services
• Conduct training sessions for Technical Account Management team

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level