Technical Account Manager, Scale

Retool-posted about 1 year ago
$148,500 - $207,000/Yr
Full-time • Mid Level
New York, NY
Building Material and Garden Equipment and Supplies Dealers
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The Technical Account Manager (TAM) at Retool plays a crucial role in ensuring the technical success of strategic accounts. This position involves working closely with customers to onboard them onto the Retool platform, helping them maximize their use of the product, and addressing any technical challenges they may face. The TAM serves as the primary technical liaison, advocating for customer needs and contributing to the growth strategy of accounts.

  • Serve as the primary technical liaison for assigned key accounts and ensure they grow their usage of Retool and its impact on their business.
  • Establish regular touch points to review customer usage, health, and expansion opportunities.
  • Demonstrate in-depth knowledge of the account, including project management aspects such as organizing information about customer key stakeholders, goals, open/action items, risks, and dependencies.
  • Document customer use cases and success stories for case studies, testimonials, and EBRs.
  • Advocate for the needs of our customers within Retool, ensuring their feedback shapes our product evolution.
  • Present technical content, such as sample apps, demos, and our product roadmap to diverse audiences, from engineers to C-suite executives.
  • Organize hackathons and workshops to build developer mindshare and drive adoption at our accounts.
  • Address technical challenges in Retool by providing solutions directly or coordinating with our product engineering teams.
  • Identify and address barriers hindering customers from fully adopting Retool, using a mix of content, education, and training.
  • Continuously evolve and improve customer engagement by contributing to our post-sales processes and resources.
  • Contribute to the growth and development of the TAM team by participating in the hiring process.
  • 2+ years in a technical customer-facing role like Solutions Architect, Customer Success Engineer, Implementation Consultant, or Support Engineer.
  • Computer Science degree or experience building applications with SQL, Javascript, and APIs.
  • Familiarity with both front-end and back-end development concepts.
  • Ability to navigate and solve open-ended technical challenges in dynamic environments.
  • Proven capability to address technical concerns and provide solutions in real-time customer discussions.
  • Experience cultivating strong, trust-based client relationships through consistent, proactive outreach and guidance.
  • Proven ability to anticipate customer needs and address account risks or opportunities.
  • Exceptional written and verbal communication skills.
  • Generous benefits to all employees
  • Hybrid work location
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