Technical Account Manager

Convertr•Greenwood Village, CO

1d•Remote

About The Position

Convertr is the enterprise data integrity layer that ensures clean, compliant, and complete data flows across systems and teams. Global leaders like Microsoft, Oracle, Amazon, Stripe, and HP use Convertr to improve data quality, accelerate operations, and gain full transparency across their lead and data supply chains. By automating complex workflows and standardizing data at scale, Convertr helps organizations drive better decisions, reduce risk, and unlock the full value of their data. The best convert with Convertr. You will be joining a rapidly growing scale-up, with the opportunity to work closely with businesses across our ecosystem of brands, agencies, and publishers – it’s a really exciting time to join the Convertr team. At Convertr, we’re building a platform that delivers real value to B2B businesses, driving operational efficiency and improving the quality of lead data. Our global, API-first platform allows businesses to track and analyse the success of their marketing campaigns and convert their lead data into powerful prospects. We offer the opportunity to shape your own career, with exposure to industry-leading technologies that are reshaping the demand generation landscape. If you’re a driven, creative, collaborative individual who is looking for a role where you can really make a difference, you’ve come to the right place. Our culture is built on integrity, collaboration, respect and expertise, and these core values underpin everything that we do. If you’re driven by innovation, Convertr is right for you. We’re proud to foster a working environment that is collaborative, inclusive and transparent, where our differences are celebrated and we encourage and support the team to be the best versions of themselves. In an exciting time of significant growth, you’ll play a big part in our mission of helping our customers scale, drive operational efficiencies and improving the quality of their lead data. As we continue to scale, we want to hear from talented, driven problem-solvers, who can help us work towards transforming the demand generation landscape. As a Technical Account Manager, you serve as a product expert of the Customer Success team. Your role involves working across our Support and Services teams to deliver value to our customer base. You will serve as a trusted advisor to our customer base to drive maximum value and adoption of our platform. You will also be an internal escalation point that sits between our Sales, Engineering and wider Customer success team, leveraging your technical expertise and interpersonal skills to build strong relationships and provide internal and external guidance to drive customer success.

Requirements

3+ years of experience in Technical Account Management, Customer Success, or similar role in a fast-paced environment
Knowledge and understanding of API documentation and usage
Experience with CRMs such as Salesforce, Marketo, Hubspot
Experience with customer service software (Zendesk or similar)
Have a high level of intellectual curiosity and the ability to learn constantly.
Excellent analytical, problem-diagnosis, and creative problem-solving skills with the desire and ability to identify and help implement changes
Self-driven and proactive nature – a bias for speed and action
Strong listening and verbal communication skills: you will need to quickly understand customer needs and deliver a clear and concise response both in person and on video calls
Excellent communication and interpersonal skills, being able to explain complex information in simple, clear terms to people without technical backgrounds
Ability to thrive in a fast-paced environment and manage multiple priorities effectively
Highly organized, collaborative and detail-oriented
You’re known for being a good collaborator and can motivate or maintain enthusiasm

Nice To Haves

Experience with basic SQL queries desirable but not required

Responsibilities

Onboarding and Training: You will be at the forefront of our customer onboarding experience, providing insights and guidance on best practices as well as assisting with training and development of both new and existing customers.
Incident Escalation: You will work alongside our Support and Engineering teams as second-line support, using your deep understanding of our products and features to provide effective solutions and communicate complex issues for escalation.
Technical POC: helping build new workflows and working directly with customers to understand use cases and leverage our platform for bespoke, automated workflows.
Services and QA: As part of the Services team, you will be responsible for overseeing and managing customer portfolios, including optimisation and QA of platform activity. As an advocate for the customer, you will also manage feedback, pain points and requests with our Product team.