Enterprise Technical Account Manager

The Enterprise Technical Account Manager at Sinch Email is primarily a client advocate for customers using our premier Enterprise Email Deliverability Services and Mailgun sending packages. This role is responsible for owning the relationships with their assigned customer base and any and all associated issues starting with defining the issue, effectively communicating with any internal/external stakeholders and following through on steps for resolution. The Enterprise TAM is the primary dedicated Point of Contact (POC) for their customers and is focused on keeping those contacts engaged while ensuring Sinch Email meets its retention and upsell goals!

• Partner with Sales to onboard new and existing customers into the Enterprise Deliverability Services package
• Work closely with customers to understand their business’s use of email so that the customer can optimally use Sinch Email to reach their business goals
• Along with assigned Customer Success Manager (CSM), mutually build out multi-level relationships including senior customer contacts and key decision-makers and stakeholders
• Coordinate, create and conduct Quarterly Business Reviews (QBRs) for assigned customer base (in collaboration with CSM), including relevant Product and Senior management representation, as appropriate, for each review
• Schedule and co-lead QBRs with annual in person business reviews
• Ensure clients understand and are able to implement email methodologies that align with their business needs and to help improve overall email deliverability
• Supervise and improve the reputation of the customer's sending infrastructure to ensure delivery rates are always within an acceptable range
• Use Sinch Email tools to proactively monitor blocklists, spam trap hits, delivery rates, engagement statistics (when available), etc and work with the customer to address/ resolve any issues that may arise, providing guidance on how to avoid these issues going forward
• Lead the mitigation strategy for blocklist issues at reputable anti-spam vendors in a timely manner in regards to your domain names. (Sinch Email would handle IP-related block- listings)
• Ensure that customers and company are in continual compliance with service level agreement (SLAs), terms of service (TOS) and acceptable use policy (AUP)
• Work with the Sales team to identify revenue growth opportunities through utilization of new services and/or contract renewals
• Develop and maintain strong product knowledge of Sinch Email and its competitors to properly support the assigned customer base, as well as evangelize new product features as they are released
• Investigate and remediate delivery and deliverability issues by working with customers, internal teams, internet service providers (ISPs), and anti-spam vendors to build cases that get to issue resolution
• Actively participate in email and anti-spam groups to keep informed on the latest industry trends
• Attend and represent Sinch Email at industry events such as M3AAWG.

Requirements

• 3+ years of experience in an Enterprise Technical Account Management/ Support role or similar client-facing role where you are the primary POC for strategic customers (a customer whose revenue is $1B+/year)
• Strong technical email deliverability background (3+ years) with the ability to effectively communicate issues to a wide variety of client and internal contacts
• Ability to create and maintain and lead strong relationships with both customers and internal teams
• Strong project and time-management skills, including prioritization of multiple tasks across customer base
• Excellent communication (verbal and written), critical thinking and analytical skills
• Strong organizational skills and ability to manage multiple priorities

• Experience with a programming language such as Python or PHP and scripting
• Experience with email systems, DNS, Telnet, APIs
• Bachelor's degree

Benefits

• STAY HEALTHY: We offer 100% employer-paid comprehensive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy 5+ weeks of paid time off. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support through Maven.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• TREAT YOURSELF: Our comprehensive anniversary program offers a personalized experience in recognition of milestones achieved.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

We embrace diversity and equal opportunity in all aspects of our business. We are committed to building a company that empowers individuals from a diverse set of backgrounds and values diversity of thought as a beacon for performance. The more inclusive we are, the better our work will be.

(*Colorado Only*) Minimum salary of $76,000 + benefits.

*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado.