Strategic Technical Account Manager
- Austin, TX, USA
- Employees can work remotely
- Department: Customer Success
Optimizely is the world's leader in digital experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, Zillow, IBM, The New York Times and many more global enterprises.
The Strategic Technical Account Management (STAM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in Optimizely.
STAMs drive adoption, retention and expansion of Optimizely’s products and services by being a trusted advisor to our customers. They are experts on our products and technology, experimentation strategy and on growing a culture of experimentation. STAMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and keen project management skills, STAMs are the driving force that enable our customers to build a highly valuable experimentation program.
Additionally, the STAM serves as the liaison between the customer and Optimizely – facilitating collaboration with Product, Engineering, Sales, Professional Services and others to be the voice of the customer within Optimizely.
In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 7-10 strategic customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction.
Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators for their experimentation program.
Ensure customers adopt best practices for both running their experimentation program and in using Optimizely's platform
Aid customer teams in exposing program value to their organization
Support the development of the Technical Account Management team by mentoring and inspiring fellow TAMs through example and professional and personal experiences
Drive accountability for deliverables among Optimizely, customer and partner teams
Assess and provide perspective on customer challenges related to technical implementation, experimentation strategy and building a culture of experimentation.
Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services.
Coordinate appropriate resources for each meeting to obtain the desired outcome.
Identify and develop opportunities for new usage of Optimizely across organizational functions and business units.
Educate and advise on potential use cases for new or unused features of the Optimizely platform.
Manage account issues and escalations
Maintain your own current functional knowledge and technical knowledge of the Optimizely platform.
Collaborate with services to produce and implement solutions to customer challenges
Collect product feedback and advocate for customer needs within Optimizely.
Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise
You are curious and have a deep desire to continuously improve and learn, with proven capacity to quickly absorb new concepts and technologies, preferably hands-on.
Strong technical, analytical, and problem solving skills. Ability to tie business problems to technical solutions and understand technology value propositions.
You feel comfortable leading presentations and demos of our platform to large groups, both technical and non-technical. In-person and virtually.
You have excellent communication skills. You easily build rapport with technical and non-technical stakeholders, including those at the executive level.
3-5 years of experience in a related function with direct customer contact and engagement experience, in a pre-, post-sale or professional services function, preferably at a SaaS-based company.
Prior experience in a Technical Account Management Role, Customer Success or equivalent with a history of increasing satisfaction, adoption, and retention.
Familiarity working with clients of all sizes, especially large enterprise organizations
Experience working with with web or mobile app product and development teams
Experience with A/B testing/Experimentation and statistical methodologies
Project and stakeholder management experience & skills
Ability to use Optimizely is a plus
Ability to travel up to 20% of the time to visit customers
Product Adoption and Net Expansion
At Optimizely, we embody inclusion and embrace diversity. Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit. Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.