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Contentsquare

Technical Account Manager

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Cairo

1d ago
👀 1 views
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Job Description

Contentsquare is anticipating the need for a Technical Account Manager (TAM) to join our team and help provide white-glove support for our customers in Europe. Contentsquare’s TAMs are technically skilled, love working with customers, well organized, detail oriented and creative problem solvers. You will have the opportunity to collaborate with our marquee customers while working on challenging problems and managing complex projects. This position offers a great opportunity for an individual to grow their career within the growing Customer Support team in EMEA.

If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical and soft skills, while working with some of the largest companies out there, we want to meet you.

What you’ll do:
- Working directly with a handful of marquee accounts, focusing on ensuring their ongoing success with our company
- Hosting recurring meetings for your customers
- Acting as an internal champion for your customers with all Contentsquare teams
- Handling standard escalation management for your accounts
- Acting as a product adoption expert for your customers, including running sessions for them to do light product education
- Helping ensure your customers are following Contentsquare best practices
- Scoping new Contentsquare projects for your customers
- Performing project management for large Contentsquare projects your customers are working on
- Contentsquare product administration and maintenance assistance
- Providing Contentsquare platform configuration assistance
- Triaging critical issues in conjunction with the Customer Support team
- Creating and maintaining a customer ‘account plan’, including documentation on key areas of your customer’s configuration and usage details
- Creating and distributing regular reports to your customers

What you’ll need to succeed:
- Fluent in English: you will handle international clients.
- 5+ years’ experience in providing customer-facing advanced support to Enterprise Accounts.
- Strong communication (verbal and written) and interpersonal skills: your communication is tailored to your interlocutor, structured, concise and engaging.
- Experience working with a range of customers and multiple stakeholders, from individual contributors to C-levels.
- You have experience with JavaScript, HTML, CSS: you understand website development and how to code web pages, and you are able to work with our product and back-end teams.
- Ability to work in a fast-paced scale-up SaaS environment.
- Strong desire to teach new customers about the platform: you are able to quickly become a Subject Matter Expert.

What makes you stand out:
- Bachelor's degree in computer science/Information technology or equivalent.
- Proficiency in one or more other languages (French, Italian, German,...) is preferred.
- Experienced in working in a web-based company, SaaS environment a plus!
- Experience in JIRA, Zendesk and Salesforce is a plus!
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