[Hiring] Technical Account Manager @BirdEye Inc

Role Description

We are looking for a customer-obsessed Technical Account Manager (TAM) to serve as the primary technical advisor for our strategic enterprise customers. The TAM bridges the gap between business and technology, ensuring customers successfully adopt our platform, resolve technical challenges quickly, and maximize the value of their investment. This role requires strong technical aptitude, excellent communication skills, and the ability to collaborate across Product, Engineering, Support, Customer Success, and Implementation teams.

Responsibilities

• Customer Technical Leadership
  • Serve as the trusted technical advisor for assigned enterprise customers.
  • Build deep knowledge of each customer's architecture, integrations, and business objectives.
  • Lead technical discussions, architecture reviews, and solution planning sessions.
  • Provide proactive guidance on platform capabilities, best practices, and scalability.
• Technical Issue Management
  • Own the coordination and communication of complex technical issues.
  • Drive root cause analysis (RCA) and ensure timely resolution of customer-impacting issues.
  • Partner with Engineering, Product, and Support to prioritize critical customer needs.
  • Keep customers informed with clear, timely, and executive-friendly updates.
• Product Adoption
  • Identify opportunities to improve customer adoption and platform utilization.
  • Recommend product configurations and optimization strategies.
  • Educate customers on new features, APIs, integrations, and technical capabilities.
• Integrations & APIs
  • Support customers implementing APIs, SSO, webhooks, CRM integrations, and third-party platforms.
  • Review customer integration designs and recommend best practices.
  • Troubleshoot technical implementation challenges alongside Implementation and Support teams.
• Cross-Functional Collaboration
  • Act as the technical voice of the customer internally.
  • Collaborate with Product Management on feature requests and roadmap discussions.
  • Partner with Customer Success Managers to reduce technical risk and improve customer health.
  • Assist Sales and Solution Engineering with technical escalations for strategic opportunities when needed.
• Operational Excellence
  • Monitor customer technical health and identify risks before they become escalations.
  • Maintain documentation of customer environments and technical configurations.
  • Drive continuous improvement through recurring issue analysis and process enhancements.

Qualifications

• 5+ years in Technical Account Management, Solutions Engineering, Technical Support, Customer Success Engineering, or similar customer-facing technical role.
• Experience supporting enterprise SaaS customers.
• Strong understanding of REST APIs, JSON, OAuth, webhooks, and system integrations.
• Experience troubleshooting integrations and API issues.
• Excellent communication and executive presentation skills.
• Strong project management and stakeholder management abilities.
• Ability to manage multiple complex customer engagements simultaneously.

Requirements

• Experience with CRM platforms (Salesforce, HubSpot, Microsoft Dynamics).
• Experience with cloud platforms and SaaS architectures.
• Familiarity with reputation management, marketing technology, or customer experience platforms.
• SQL or basic scripting knowledge.
• Experience working with Engineering and Product organizations.

Success Metrics

• Customer technical health score
• Time to resolution for technical escalations
• Enterprise customer satisfaction (CSAT)
• Technical adoption of key platform capabilities
• Reduction in recurring technical issues
• Customer retention and renewal support
• Executive stakeholder satisfaction

Key Competencies

• Technical problem solving
• Customer advocacy
• Executive communication
• Cross-functional collaboration
• Project management
• Systems thinking
• Ownership and accountability
• Analytical mindset

Benefits

• At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence.
• We don't just set goals – we surpass them.
• We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.
• Working here means embracing a culture of action and accountability, where every person is empowered to make an impact.
• We don't just talk about making a difference – we make it happen.