Technical Account Manager
Posted on 3/28/2023

501-1,000 employees

Omnichannel communications platform
Company Overview
MessageBird’s mission is to create a world where communicating with a business is as easy as talking with a friend. The company has created the leading omnichannel communications platform that powers communication between businesses and their customers — across any channel, always with the right context, and on every corner of the planet.
Remote • United Kingdom
Experience Level
  • 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
  • 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
  • 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
Desired Qualifications
  • What language(s) will I speak? English. Other European language a
  • 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