Technical Account Manager
Salla, Saudi Arabia

• Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback.
• Collaborate with our engineering team to set up or configure our SaaS platform as per customers’ requirements and troubleshoot any technical issues raised by these customers.
• Analyze, decompose, and troubleshoot technical issues raised by clients, working closely with our engineering team when needed to resolve more complex problems.
• Maintain deep technical knowledge of APIs and guide clients on how to effectively utilize them to integrate our platform with their existing systems.
• Utilize your system knowledge to provide insights into system performance, efficiency, and ways the customer can better use our platform for their benefit.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand your customer's business strategy and measurements for success.
• Leverage your knowledge of e-commerce to provide insights and guidance to customers to help them get the most out of our SaaS platform.
• Establish and maintain customer satisfaction across accounts through proactive client communications, issue remediation and containment, and performance measurement.
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific business needs.

Requirements

• Proven work experience as a Technical Account Manager in the SaaS and e-commerce industry.
• Familiarity with e-commerce platforms, and software development cycle.
• Strong knowledge of e-commerce ecosystem, including experience with e-commerce platforms, payment gateways, marketing automation tools, and more.
• Excellent verbal and written communication skills.
• Strong problem-solving skills.
• Strong project management skills with the ability to juggle multiple accounts.
• Proven ability to manage large portfolios of accounts..
• An ability to grasp customers’ needs and suggest timely solutions.
• Bachelor’s degree in Computer Science or a related technical field is desired.
• Solid technical background with hands-on experience in digital technologies.
• Experience in managing and growing customer relationships in a fast-paced, innovative and dynamic environment.
• Experience in working with complex, multi-divisional, multi-geographical customers.

Job Rewards and Benefits