Technical Account Manager

Braze • San Francisco, CA

2h • Hybrid

About The Position

As a Technical Account Manager at Braze, you will be responsible for owning the ongoing technical relationship with customers throughout their entire lifecycle, working closely with Customer Success and wider account teams. This role serves as a trusted technical advisor, defining the Braze technology strategy for customers who have purchased the TAM premium service offering and helping them extract maximum value from the Braze platform. Your primary focus will be to drive value, retention, and adoption of Braze’s product by acting as the technical counterpart between Braze and your client’s product and engineering teams. You will understand customer needs and proactively lead technical initiatives to help them achieve their business goals. You will manage a portfolio of Enterprise and Strategic accounts, addressing unique geographical, scale, and complexity challenges. This position offers an opportunity to leverage your expertise as a product and implementation expert, business analyst, problem solver, and customer success professional, combining high product and technical competence to deliver high-impact engagements and tangible outcomes for Braze’s most advanced customers.

Requirements

• 3-5 years client-facing experience as a TAM or in a related technical area such in Implementation, Technical Support, or Solutions Architecture, for a product offering serving Enterprise/Strategic accounts
• 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API, or Programming
• Excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts
• Ability to take complex technical ideas and translate them to non-technical stakeholders
• Natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems
• Able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment

Nice To Haves

• Bilingual skills beyond English that facilitate us talking with our global customer base in their native language

Responsibilities

• Own the ongoing technical relationship through the entire lifecycle of customers in your portfolio
• Collaborate very closely alongside the Customer Success and wider account teams
• Serve as a trusted technical advisor responsible for defining the Braze technology strategy for customers who have purchased the TAM premium service offering
• Help customers unlock value from their use of the Braze platform
• Drive value, retention, and adoption of Braze’s product through the customer lifecycle
• Act as the technical counterpart between Braze and your client’s product and engineering team
• Understand your customer's needs and proactively drive forward technical initiatives that help your customers achieve their business goals
• Manage a portfolio of named accounts, typically in the Enterprise and Strategic classification of accounts
• Partner with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity
• Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable, which in turn contributes to renewals and upsells
• Facilitate conversations regarding the customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture
• Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle
• Empower customer product and engineering teams to use our product as independently and efficiently as possible
• Communicate with customers and internal teams to explain products and solutions by delivering enablement and education
• Adopt governance practices such as creating solutions documentation and building architectural diagrams
• Drive progress against key technical work streams through project management
• Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch
• Translate the customers’ unique requirements to Braze’s Product team

Benefits

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees