[Hiring] Technical Account Manager @AfterShip

Role Description

We succeed when our customers succeed. Customer Success is not only a critical function at AfterShip but a core value of the organization. As a Technical Account Manager, you will serve as the primary contact for AfterShip's Enterprise customers and some of the top DTC brands in the industry, ensuring that nothing hinders the full potential of AfterShip's solutions. You will be the primary technical point of contact for one or more customers helping to plan, debug, and oversee ongoing operations of business-critical applications. You will actively engage in troubleshooting applications, databases, and architectural challenges, utilizing a variety of internal tools and drawing on your existing knowledge and toolkits.

Your meticulous attention to detail prioritizes the needs of the customer, ensuring swift onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback. This is a high-impact position within the growing Customer Success team. You will have the opportunities to create meaningful impact within our organization and, most importantly, for your customer’s businesses.

What You’ll Do

• Lead end-to-end technical setup and configuration for enterprise customers
• Provide ongoing technical support to ensure smooth operations and customer satisfaction
• Manage and execute migration processes for enterprise accounts, ensuring minimal downtime and seamless transitions
• Act as the primary technical contact for enterprise clients, addressing escalated issues and managing complex scenarios
• Handle technical queries, including API-related requests, and track resolution progress
• Partner with Customer Success teams across regions to align on customer needs and goals
• Participate in team meetings to ensure consistent customer support and shared success strategies
• Work with Operations, Engineering, and Product Marketing teams to stay updated on platform changes
• Communicate platform updates and relevant changes effectively to enterprise clients

Qualifications

• 3+ years experience in customer-facing technical roles in either SaaS, ecommerce, or marketing automation technology
• Experience working with clients, product, ops, and engineering teams - with the ability to break down complex concepts to non-technical stakeholders
• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications and automation
• Ability to grasp customer’s needs and suggest timely solutions
• Executive level interpersonal, project management, communication, and problem-solving skills
• Excellent written and verbal communication and presentation skills
• Fluency in French is considered an asset

Benefits

• Great Place to Work Certified
• Innovative & Inclusive Culture
• Ambitious Mission with Real Impact
• Thrive & Grow
• Flexible Work Setup
• Competitive compensation
• Remote-first work setups
• Healthcare coverage offered from day 1
• Unlimited PTO
• Annual learning & wellness benefit
• Monthly book perk
• Career progression & professional development
• In-office lunch and commuter benefits for those located in our hub locations