We’re proud (and excited!) to be transforming the global communications landscape through our Omnichannel Platform-as-a-Service (OPaaS). 

• What’s my job title? Technical Account Manager 
• Where in the world? You can work remotely in EMEA
• Working hours? For this role, you will operate within CET / GMT timezones 
• What language(s) will I speak? English. Other European language a bonus.

Technical Account Manager - EMEA | Remotely in Europe

As our Technical Account Manager (TAM) you will serve as a designated technical  contact and a trusted advisor to MessageBird’s top customers. You will work to deliver and manage the resolution of complex issues with the full context and understanding of the customer’s specific product and technology environment. TAMs orchestrate reactive and proactive collaboration with MessageBird’s Support, Product, and Engineering teams as necessary. By maintaining a long-term relationship with your set of customers, you’ll gain an understanding of the customer’s overall technical environment, business use cases, usage trends, and pain points - which is used by the TAM and the rest of the Customer Experience organization to effectively support customers.

What you’ll do

• Serve as the primary point of contact, develop and lead the technical relationships for a specific set of accounts
• Work closely with Sales Account Managers to ensure the customers’ long term health through a world-class experience
• Manage a diverse and complex scope of issues across multiple client engagements 
• Effectively troubleshoot, properly document, and regularly update customer’s open issues
• Escalate issues internally as needed - serve as your customers’ advocate
• Partner with Product and Engineering to develop subject matter expertise and serve as a product expert to your customers
• Provide oversight, input, and escalation, when necessary, for support tickets, to ensure excellent customer experience.
• Proactively identify and work with the customer to resolve technical risks and bottlenecks. Provide guidance on how to optimize their product usage
• Monitor and proactively resolve message delivery issues 

What you’ll bring

• 5+ years of experience in Technical Account Management, or similar, of enterprise customers.
• 2+ years of experience supporting APIs and marketing technologies.
• You love to help people solve problems and you have the ability to explain complex technical concepts to a broad audience via phone, video conference, and other channels.
• You’re great at time management, task prioritization, and evaluation of situational urgency.
• Occasional travel to customers’ locations may be required.
• Business proficient language skills in English and Spanish

Bonus points if you have one of the following

• Knowledge of Email technology, DNS, and Deliverability concepts
• Basic familiarity with network routing and/or telecom connectivity
• Experience working with REST APIs, JSON, and SQL
• Experience working in a 24/7 customer support environment
• Experience with the Telecom, Email, CPaaS and/or SaaS industry

Competencies you need to be successful in this role

Good Written Communication Skills - Professional writing skills are needed for communicating to our customers in a clear, concise, and respectful manner. 

Customer Centric - Customer satisfaction is our number one priority, so it is important to listen to our customers and be attentive to their needs. 

Prioritization - TAMs often have many concurrent demands on their time; it is important that you can prioritize your workload and focus your time where it is most needed, ignoring distractions.

Team-Oriented - Even though our team spans several time zones, we frequently work together to help each other solve customer issues. Collaboration is the key to all of our success.

Interview Process 

After you apply, you will hear back from us within a few days. If there’s a fit, the full process is as follows: 

↳ [30 mins] Recruiter Screen

↳ [45 mins] Hiring Manager Interview

↳ [45 mins] Technical Interview

↳ [45 mins] Soft Skills Interview 

↳ [30 mins] with VP of Customer Experience

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