Technical Account Manager
Nextdeavor•Lehi, UT
•Hybrid
About The Position
You will act as a Technical Account Manager focused on ensuring large-enterprise customers get maximum value from the client's experience platform. You will influence senior stakeholders, coordinate cross-functional technical and operational efforts, and drive customer health and retention. This role operates as a Hybrid position (customer meetings may be on-site or remote) with approximately 15-20% travel.
Requirements
- Bachelor's degree in a related field or equivalent experience
- At least 5 years of full-time experience in consultative, customer support, or related roles in marketing technology
- Strong executive presence and experience engaging with senior leaders (directors, VPs, C-suite)
- Demonstrated customer-facing communication skills, including presentations to small and large audiences
- Proven program and account management discipline: structured plans, milestones, and risk mitigation
- Deep functional knowledge of the client's experience and analytics platform and related CX products, with the ability to troubleshoot and provide guidance
- Familiarity with collaboration and operational tools (e.g., Teams/Slack, knowledge management), and with project/delivery tools (e.g., Jira, work management systems)
- Strong problem-solving, conflict resolution, negotiation, organization, prioritization, and time-management skills
- Ability to manage multiple high-priority tasks across several accounts and tenaciousness in driving closure on blocking issues
- Technical familiarity with web and integration technologies such as JavaScript, Java, HTML/CSS, REST, XML, J2EE, database technologies, LDAP, and OSGi
- Willingness to travel to client locations (~15-20%)
Nice To Haves
- Experience with AI products and large-language-model tooling (e.g., Copilot, Claude, OpenAI)
- Prior experience with audience/segmentation, testing/targeting, and customer data platform solutions
- Familiarity with Agile development methodologies (Scrum)
- Experience with performance tuning, optimization, and debugging
- API-level knowledge of third-party applications
Responsibilities
- Serve as the central technical point of contact for assigned customer accounts and ensure high levels of customer satisfaction
- Maintain regular communication with external customers and internal teams to manage expectations and coordinate actions
- Engage with director- and VP-level executives to translate business needs into technical and operational plans
- Work hands-on with Customer Success, Managed Services, Engineering, TechOps, Product Management, Support, and Consulting teams to resolve issues and execute plans
- Provide detailed reviews of service disruptions, prelaunch planning, and operational metrics
- Analyze and present data-driven insights to leadership to improve customer outcomes
- Assess and document customers' technical environments and recommend improvements and feature fit
- Participate in customer-requested meetings, quarterly business reviews, and project-based architectural/design discussions
- Host periodic checkpoint and status calls and provide proactive status updates to stakeholders
- Identify enablement goals and mentor immediate team members where needed
Benefits
- Annual Incentive Plan (short-term bonus)
- Potential eligibility for long-term incentives in the form of a new hire equity award
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
