Technical Account Manager

HUMAN•New York, NY

21h•$100,000 - $135,000•Hybrid

About The Position

HUMAN is looking for a Technical Account Manager to join a dynamic team driving the future success of our partners. You will work strategically to maximize our client's protection in real time, while focusing on the value our customers see from you and managing the complete customer lifecycle. Our technology is critical to our clients; as a core member of this team, your job is to ensure flawless customer service, with empathetic engagement, technical savviness, and deep product knowledge. Your exceptional organizational skills allow you to keep many balls in the air at the same time. You will be responsible for managing the day to day relationships with your accounts, being the voice of the customer in our organization, and the voice of HUMAN to the customer. The relationship you build with your managed clients has a direct impact on our product - both in the short and long term to ensure the needs of the client are heard and met.

Requirements

Client-facing experience: Have experience in a B2B enterprise customer facing role, with a proven track record of managing large enterprise accounts.
Eager to learn and grow: Open-minded and committed to personal and professional development.
Technical aptitude: While technical savviness is preferred, a willingness to learn and grow is essential.
Accountable and self-motivated: You are eager to learn every day, own timelines, and ensure deliverables are met.
Strong organizational and communication skills: Able to effectively manage multiple tasks and communicate clearly with customers and internal teams.
Collaborative mindset: Work collaboratively with teams across the company. Be a team player.
Problem-solving skills: Comfortable leading and resolving complex issues, with strict attention to detail.
(Media) Ad Tech industry Experience: Experience in the Ad Tech industry required, understanding the technical and strategic aspects of the field.

Responsibilities

Ensure customer satisfaction: Focus on customer satisfaction, retention, and reference-ability for all assigned accounts.
Expand and develop client relationships: Be the primary focal point for our customers. Build and maintain deep-level partnerships with customers to foster long-term cooperation and success.
Provide exceptional customer support and be a point of escalation: Work with support teams to deliver outstanding service to customers.
Collaborate with internal teams: Work closely with all other teams (Sales, Tech Support, R&D, Finance, Product and executive leadership team) to ensure excellent customer experience.
Be the voice of the customer: Proactively gather feedback on product and service and work internally to better meet customer needs.
Educate and enable customers on our products: run training sessions and create training materials for your customers.
(Media) Engage in the Ad Tech and Media space: Collaborate with partners in the Ad Tech and Media sectors (e.g., SSPs, DSPs, Publishers, Platforms) to understand technical breakdowns of supply paths for advertising campaigns.