Technical Account Manager

Rubie•New York, NY

23h•Onsite

About The Position

Rubie is hiring a Technical Account Manager to help high-growth companies migrate customer data and adopt its platform. The role is the primary customer-facing contact for existing customers, responsible for managing stakeholders and timelines, anticipating customer needs and challenges, supporting expansion, and ensuring customers understand and use new features. The position requires strong data literacy and technical problem-solving, but coding is not always required. The Technical Account Manager owns customer retention and works closely with delivery, product, and engineering teams. They investigate and manipulate datasets, map data, monitor platform usage and failures, adjust playbooks, debug customer issues, and communicate product feedback and implementation needs to engineering. They serve customers ranging from non-technical operations teams to deeply technical stakeholders, including during time-sensitive migrations, sales deadlines, and post-acquisition data cleanups. The role may involve travel to customer sites and requires clear communication under pressure. Rubie describes itself as a product-first company with an in-person, five-day-a-week office culture in Union Square, New York City. It is open to earlier-career candidates, including new graduates, who demonstrate readiness to learn and work hard.

Requirements

At least 1 year of software development experience.
Comfort writing and modifying scripts, debugging technical and data-related customer issues, reasoning about APIs and data models, and clarifying ambiguous data requirements.
Comfort with data manipulation and working with both unstructured data and large datasets.
Ability to use AI tools to write quick scripts, wrangle APIs, and investigate data requirements.
Strong communication skills and ability to translate between business, operations, and engineering stakeholders.
High ownership and willingness to take responsibility for customer problems through resolution.
Bachelor's degree or higher in a field related to computer science or data analytics.
Based in New York City or willing to relocate.
Willingness to work in person in New York City five days per week.

Nice To Haves

Previous experience as an onboarding engineer, implementation engineer, forward-deployed engineer, solutions architect, or solutions engineer.
Prior experience as a software engineer.
Ability to code; the posting notes that coding is a plus, though not always required.

Responsibilities

Manage stakeholders and timelines for existing customers.
Anticipate customer needs, expansion opportunities, and challenges.
Monitor customer datasets and make changes as needed, including data manipulation and mapping.
Build account plans.
Own the customer-retention metric and do what is needed to retain customers.
Investigate, make sense of, manipulate, and map customer datasets, including unstructured data and large spreadsheets.
Use Rubie's platform to monitor usage and failures, and update playbooks or fix issues when needed.
Work with delivery, product, and engineering teams; join customer calls; debug issues live; and travel when needed.
Translate frontline customer problems into clear product requirements and implementation guides for engineering.
Take on difficult customer projects and deliver solutions.
Act as the primary point of contact for high-stakes customers, communicating with both non-technical and technical stakeholders.
Provide technical feedback to delivery and engineering about potential issues or bottlenecks.