Technical Account Manager (Contract)

  • San Francisco, CA, USA
  • Contract

Job Description

The Technical Account Manager will be responsible for supporting the move of all of our low-touch Enterprise customers to latest platform, Optimizely X. You will work closely with the Technical Program Manager and the at Scale Customer Success Managers.


This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems and interface with other departments to find solutions for customers. Additionally, you’ll contribute to this project to create better tools and process for moving customers to Optimizely X.

ABOUT THE JOB

  • Executing a scaled program to drive customers to successfully move to Optimizely X and share key learnings with the entire CSM organization.

  • Work cohesively with other departments to ensure the customer's voice resonates in conversations.

  • Deliver world-class support to our customers by being responsive, proactive, and professional in all interactions.

  • Provide light technical support and troubleshoot technical issues to determine root cause or escalate to Technical Support.

  • Work cross-functionally with Technical Support, Customer Success and Engineering to accomplish customer goals.

  • Develop a deep understanding of the Optimizely product.

  • Reproduce customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation.

  • Document known solutions for internal collaboration and public consumption.

Qualifications

  • 1-3 year of client facing experience, preferably with 1-2 years of account management at scale (supporting 100+ customers).

  • Experience supporting a technical product and an understanding of web technologies, such as browser cookies, local storage and APIs.

  • You have experience not only running a project, but also measuring and evaluating its success.

  • Experience with automation tools & processes; Marketo and Salesforce experience desirable.

  • You have excellent communication skills and attention to detail.

  • You have an analytical thought process that you translate into action.

  • You have a proven ability to work collaboratively in a fast-paced, team environment.

  • You know how to build trust and communicate effectively both in positive situations and when negotiation and conflict-resolution are required.

  • Comfortable escalating issues and reporting trends to executive stakeholders.

  • Excellent written and verbal communications skills, with the ability to modify style, approach and content to the audience (developer through C-Suite)

  • Superb problem solving skills - comfortable troubleshoot and reactively handling technically focused customer escalations

  • Solid knowledge of account and portfolio management.

Additional Information

COMPANY DESCRIPTION

Optimizely is the world’s leading experience optimization platform, providing website and mobile A/B testing and personalization for the world’s leading brands. The platform’s ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-inspired decisions. Optimizely meets the diverse needs of thousands of customers worldwide looking to deliver connected experiences to their audiences across channels. To date, those customers have created and delivered more than 700 billion optimized visitor experiences.

Perks:

  • Commuter and transportation benefits
  • Catered in-office lunch and dinner on weekdays
  • Full medical insurance with very low co-pay and deductible. HMO, PPO, and HSA options available
  • Full dental coverage including orthodontics
  • Full vision coverage including contacts
  • Dependents 100% covered for medical, dental, and vision
  • Wellness Grant
  • Unlimited vacation policy and seventeen weeks of paid parental leave
  • 401k benefit
  • Working with a great team and having a huge impact!


All your information will be kept confidential according to EEO guidelines.