The Technical Account Manager (TAM) is responsible for managing and nurturing relationships with high-value or strategic client accounts, ensuring they derive maximum value from our products or services. The TAM provides expert-level technical guidance, leads complex technical initiatives, and drives strategic initiatives to enhance customer satisfaction and success. This role involves coordinating cross-functional teams and acting as a point of contact for key accounts.

Responsibilities

•Build and maintain strong relationships with technical stakeholders at high-value or strategic client organizations

•Develop and execute strategic account plans to align with clients' long-term business goals and technical requirements

•Along with CE, CSM and TAM colleagues, serve as an Elastic expert and key technical resource to resolve complex issues while providing system knowledge and expertise

•Maximize client and user health, success, and engagement by conducting site audits, analyzing user feedback, and identifying opportunities for improvement

•Develop and deliver training content that drives adoption and retention, including brand-specific training for sales representatives and retailers

•Maintain and update training materials in a timely manner to reflect product platform enhancements, process changes, and evolving market needs.

•Help lead pricing, contract renewal negotiations, and SOW development to ensure alignment with company targets and customer value

•Act as a point of escalation for customer issues and work to resolve complex problems

•Provide advanced technical support and solutions for complex issues, ensuring swift resolution and minimal disruption to client operations

•Advocate for clients' needs within the organization, ensuring their feedback drives product improvements and service enhancements

•Conduct regular strategic business reviews with clients to assess their satisfaction, address concerns, and identify opportunities for further value creation

•Collaborate with other client facing team members, engineering and product teams, when necessary to resolve complex technical issues and drive product enhancements

•Participate in establishing and maintaining detailed documentation of client integration and any customizations

•Help prepare and deliver comprehensive reports and presentations on account status, technical performance, and strategic initiatives to both clients and senior management

•Become an Elastic expert and understand our Elastic platform features and functionality in a short period of time

•Help manage client and end-user incoming emails, tickets, chat, & phone support

•Troubleshoot platform issues or bugs that are raised by clients or end-users

•Test issues to replicate client or end-user issues and thoroughly document

Requirements

•3+ years’ experience in customer success or a similar position

•Strong problem-solving skills and the ability to handle complex customer issues

•Understanding of SaaS, CRM, ERP and mobile software

•Experience with B2B and ecommerce platforms

•Quality Assurance (QA) experience

•Hands on experience with structured data, databases and SQL

•Experience with MS Office

•Experience with GitHub, Jira and Smartsheet

•Experience with HubSpot (or other helpdesk system) a plus

•Solid writing and presentation skills

•Proven track record of managing complex technical projects and high-value client relationships.

•Exceptional communication and interpersonal skills, with the ability to engage and influence senior stakeholders.

•Ability to work independently, prioritize tasks, and manage multiple high-priority projects.

About Emerald

At Emerald, we strive to foster a diverse and inclusive community. We actively recruit and champion candidates who bring new perspectives from varied professional backgrounds and experiences, and we are intentional about ensuring a positive hiring experience for everyone. Our job postings don’t contain experience inflation, and most don’t require college degrees. Instead, they’re crafted to focus on outcomes and transferable experiences that are assessed in a structured interview process carried out by trained hiring teams. 

COMPENSATION & BENEFITS

Target Compensation: €50,000 - €55,000

Please note that this range reflects a reasonable estimate of the target compensation for this position. This range may ultimately vary based on a candidate’s qualifications and may be higher where required by applicable law. 

We offer a competitive benefits package designed to strengthen our employees’ physical and mental health, including unlimited vacation for exempt employees, flexible working locations, 401(k) plan with a company match, medical/dental/vision coverage with inclusive provisions including transgender services and fertility benefits, parental and caregiver leave, dependent, commuter and FSA benefits, professional development programs like Toastmasters, and mental wellness tools.

If you need accommodation in our application process or have questions about our posted salary range, please email our Talent Acquisition team at Careers@EmeraldX.com.

About Emerald

Emerald’s talented and experienced teams grow our customers’ businesses 365 days a year with products that create connections, deliver content, and drive commerce. We produce over 140 annual events, create and deliver content through print and digital channels, and power commerce through our seamlessly integrated in-person and digital platforms and channels. For more information, please visit http://www.emeraldx.com.