Technical Account Manager
Position Overview:
The Technical Account Manager (TAM) is responsible for supporting Pipe17’s key clients, helping them achieve success with our platform. This role serves as the main technical contact between Pipe17 and our strategic customers, assisting them during pre-sales, onboarding new merchants, and resolving escalated technical support issues. The TAM tracks important operational metrics, such as support response times and platform uptime, and prepares materials for Quarterly Business Reviews (QBRs).
Responsibilities:
Be the main point of contact for key clients, maintaining clear and consistent communication.
Support the pre-sales process by providing technical guidance helping strategic clients win new business.
Manage onboarding for new merchants, ensuring they are set up successfully and efficiently.
Handle and escalate urgent support issues, working closely with internal teams to quickly resolve problems.
Generate clear and useful documentation to help clients effectively use the Pipe17 platform and provide Level 1 support to their merchants.
Monitor key performance metrics such as support response times, platform availability, and client satisfaction.
Prepare and present clear operational reports and business updates during Quarterly Business Reviews.
Build strong relationships with clients and become a trusted advisor.
Collaborate with Sales, Solution Architects, Product, Support, and Customer Success teams to ensure clients’ needs are met.
Key Skills and Qualifications:
3-5 years of experience in Technical Account Management, Customer Success, or similar roles.
Strong technical skills in e-commerce platforms, ERP, order management, and integrations.
Experience tracking and managing key performance metrics, such as support response times and platform reliability.
Excellent organizational and project management skills, able to manage multiple client accounts effectively.
Strong analytical abilities to interpret data and identify trends.
Clear written and verbal communication skills, able to explain complex topics simply.
Proactive and solution-oriented, with high accountability and urgency.
Experience preparing and delivering presentations for client meetings.
Ability to work under pressure - track record of working in high-velocity environments and handling difficult situations in a coherent, empathic, and thoughtful fashion
Preferred Experience:
Experience with Pipe17 or similar integration platforms.
Knowledge of ticketing systems (Zendesk, Jira) and CRM tools (HubSpot, Salesforce).
Training or certification in project management (PMP, Agile, Scrum).
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Technical Account Manager
Position Overview:
The Technical Account Manager (TAM) is responsible for supporting Pipe17’s key clients, helping them achieve success with our platform. This role serves as the main technical contact between Pipe17 and our strategic customers, assisting them during pre-sales, onboarding new merchants, and resolving escalated technical support issues. The TAM tracks important operational metrics, such as support response times and platform uptime, and prepares materials for Quarterly Business Reviews (QBRs).
Responsibilities:
Be the main point of contact for key clients, maintaining clear and consistent communication.
Support the pre-sales process by providing technical guidance helping strategic clients win new business.
Manage onboarding for new merchants, ensuring they are set up successfully and efficiently.
Handle and escalate urgent support issues, working closely with internal teams to quickly resolve problems.
Generate clear and useful documentation to help clients effectively use the Pipe17 platform and provide Level 1 support to their merchants.
Monitor key performance metrics such as support response times, platform availability, and client satisfaction.
Prepare and present clear operational reports and business updates during Quarterly Business Reviews.
Build strong relationships with clients and become a trusted advisor.
Collaborate with Sales, Solution Architects, Product, Support, and Customer Success teams to ensure clients’ needs are met.
Key Skills and Qualifications:
3-5 years of experience in Technical Account Management, Customer Success, or similar roles.
Strong technical skills in e-commerce platforms, ERP, order management, and integrations.
Experience tracking and managing key performance metrics, such as support response times and platform reliability.
Excellent organizational and project management skills, able to manage multiple client accounts effectively.
Strong analytical abilities to interpret data and identify trends.
Clear written and verbal communication skills, able to explain complex topics simply.
Proactive and solution-oriented, with high accountability and urgency.
Experience preparing and delivering presentations for client meetings.
Ability to work under pressure - track record of working in high-velocity environments and handling difficult situations in a coherent, empathic, and thoughtful fashion
Preferred Experience:
Experience with Pipe17 or similar integration platforms.
Knowledge of ticketing systems (Zendesk, Jira) and CRM tools (HubSpot, Salesforce).
Training or certification in project management (PMP, Agile, Scrum).