Technical Success Manager - Strategic Accounts

Deliverect•Chicago, NY

5d•Hybrid

About The Position

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market. The Global Success Architects at Deliverect are a team of highly skilled professionals passionately dedicated to propelling global businesses to success in the digital age. By crafting and executing tailored solutions, we enhance digital ordering experiences, drive revenue growth, and improve operational efficiencies on a multi-regional scale. With a customer-first approach, we collaborate closely to understand unique needs and align our solutions with their objectives, working hand-in-hand with both internal and external teams for seamless integration. As trusted partners, we guide our customers through the evolving digital landscape, helping them achieve their business goals and architecting global success stories.

Requirements

2–4 years of experience in technical account management, solutions engineering, or technical support within an enterprise SaaS environment (or equivalent work experience).
Practical experience reading logs, diagnosing API and webhook failures, and troubleshooting root causes alongside engineering teams.
Proficiency with SQL for independent data querying, tracking SLA compliance, and identifying system trends.
Working knowledge of Python or JavaScript to script lightweight diagnostic tools and automate routine technical checks.
Strong communication and stakeholder management skills, with the ability to translate complex technical concepts into business-level discussions.
Fluency in English is required, with strong written and verbal communication skills being essential.
Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.

Nice To Haves

Agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.

Responsibilities

Act as the primary technical and relationship point of contact for a portfolio of Deliverect's largest global accounts, leveraging deep integration knowledge to proactively maintain account health.
Partner with Sales and Strategic Account teams during QBRs and strategic touchpoints to translate technical performance into actionable business outcomes.
Identify expansion opportunities—such as additional modules, integrations, or use cases—during technical engagements to support department Net New MRR targets.
Track and drive SLA performance across your portfolio, using data to flag risk early and hold internal teams accountable to resolution timelines.
Lead proactive issue management with Support teams, conducting root-cause analysis on ticket patterns to determine when to resolve internally or escalate to Engineering or Product.
Query and analyze technical health data using SQL and lightweight scripting, delivering clear business insights to internal leadership and key client stakeholders.