Job Description
In this role as a Technical Account Manager at Arc XP, you will play a crucial role in the Customer Success team by managing relationships with enterprise customers and ensuring their success with our platform. You will be responsible for tracking and reporting on revenue generation and customer health, as well as identifying new business opportunities and providing technical support and guidance to customers. You will work closely with product, engineering, customer enablement, and support teams to resolve technical issues and support customers as they use and extend the Arc XP platform.
To be successful in this role, you should have strong customer-facing skills, and a technical background or experience with technical products. You will also act as a voice for the customer within Arc XP, escalating problems and driving the prioritization of business needs.
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Motivation:
- Cultivate Trusting Relationships: Forge connections that go beyond transactions, fostering an environment where clients feel valued and understood
- Bridge the Gap: Seamlessly communicate complex technical ideas in a clear and compelling manner, ensuring that all stakeholders, regardless of technical background, are empowered and engaged
- Champion Organization and Precision: Embrace a meticulous approach to project management, ensuring that every detail is accounted for and every task is executed with precision
- Master Multitasking: Embrace the challenge of juggling multiple priorities with grace and efficiency, delivering exceptional results even amidst complexity
- Drive Growth and Health: Take ownership of tracking and reporting on revenue generation and customer well-being, leveraging insights to drive continuous improvement and sustainable growth
- Building trusted relationships with key technical and business stakeholders to drive adoption, renewals, and new revenue opportunities
- Understanding customers' business goals and objectives and working with them to develop and track their KPIs
- Acting as the lead point of contact for assigned customer accounts and connecting customers with relevant Arc XP team members
- Analyzing and presenting reviews of operational performance to customer leadership on a regular cadence and identifying opportunities for deeper engagement with Arc XP
- You are the face of Arc XP to our customers - ensure that our interactions are well-planned, including in-person meeting agendas, periodic updates, and sensitive communications about key deliverables
- Collaborating with cross-functional teams, including engineering, product, customer enablement and support, to resolve technical issues and address customer needs
- Managing and tracking technical projects to ensure timely and successful delivery
- Participating in technical presentations and demonstrations to customers
- Responding to technical support requests from customers and working with the support team to resolve issues
- Renewing contracts for assigned accounts and identifying upsell and expansion opportunities with existing customers
- Collaborating with cross-functional teams, including product and marketing, to develop and execute upsell strategies
- Conducting regular status meetings with customers to discuss projects, issues, and concerns
- Maintaining accurate and up-to-date customer documentation, including project plans, status reports, and ticket issue logs
- Conducting executive business reviews with customers to discuss product roadmap, feedback, and priorities
- Manage negotiations with customers to finalize contracts
- Tracking and reporting on revenue generation and upsell efforts
- Monitoring customer health and working to address any issues or concerns
- Bi-lingual English/Spanish
- 5 to 7 years of industry experience in a technical account manager, sales engineer, solutions architect, or support engineer role in a business-to-business, large/strategic customer segment
- Bachelor's Degree or equivalent work experience
- Demonstrated success and technical expertise in comparable customer-facing role
- Strong customer service and professional communication skills
- Experience managing customer relationships, contract renewals and product/solution expansion
- Passion for problem-solving and being an advocate for the customer
- Ad technology and API-based system experience
- Adaptability and willingness to learn new technologies
- Experience with Customer Relationship Management (CRM) software such as Salesforce
- Distributed systems, APIs, systems architecture and web development
- Understanding of customer success sales processes and customer lifecycles
- Ability to work well in a team and make independent decisions, escalating appropriately as needed
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