Technical Account Manager

Who we are

About Statsig

Statsig is on a mission to fundamentally change how software is built, tested, and shipped. Thousands of companies use Statsig to deploy features safely, run experiments that drive understanding of their customers and business, and analyze user trends to inform their next investment areas. This isn't just about building a better A/B testing tool; this is about catalyzing positive change in how builders build, ultimately resulting in better products and happier customers!

What you’ll do

You’ll partner with our Account Management and Enterprise Engineering teams to drive customer satisfaction and successful adoption of Statsig with customers. Our Technical Account Managers should ideally have a technical background (as a software engineer or solutions architect) as well as experience in customer-facing roles. They will need to develop a strong understanding of Statsig’s products, as well as how they can integrate into a customer's stack. You’ll be a member of the technical relationship management team for our customers, responsible for the onboarding, implementation reviews, technical guidance, health monitoring, and liaising with various other internal functions at Statsig for your customers.

We currently have a lean team and ambitions to double our customer count in the next year. We are looking to scale our ability to onboard and support customers until they are self-sufficient with Statsig, and then maintain an advisory relationship with these customers. Lastly, we want to invest in improving our level of service to all customers, big and small, and find efficiencies to scale our support for customers as we continue to grow into the future.

Responsibilities:

1. Onboarding, Training, and Technical Support:

• Gathering success metrics for customer’s onboarding and advise them as they scope the lift and timeline for their own implementation.

• Educate new and existing customers on getting the most out of Statsig.

• Provided guided implementation support to new customers, helping them integrate Statsig with their data, product development tech stack, and their cultural processes.

• Present training and other educational collateral to help customers get start with and improve their use of Statsig.

• Advise on technical support and product adoption for existing customers, holding them accountable to their success metrics and timing goals for implementation.

• Help customers be more successful with Statsig over time by learning about customers' successes and challenges, coaching them on best practices, and bringing in other internal subject matter experts to help the customer.

2. Cross Functional Product and Process Improvement:

• Regularly assess customer health and success metrics to drive retention and identify areas for improvement.

• Proactively identify and address customer challenges or issues, and work with customers and internal cross-functional partners to drive timely resolutions.

• Advocate for customer needs by informing product enhancements and roadmaps and communicate expectations and timelines back to customers effectively.

• Recommend process, content, and approach improvements for our team to increase our efficiency and effectiveness in supporting our customers.

Who you are

Statsig is looking for a Technical Account Manager who lives the Statsig values and who has demonstrated a successful track record in onboarding and training engineers, product managers, and data scientists onto a technical product. You are a highly motivated and largely technical individual, looking for an opportunity to grow, scale, and improve the onboarding and support of enterprise customers. This role will also provide a unique and evolving opportunity to build relationships with our customers as a trusted advisor.

Qualifications:

• Comfortable having technical conversations with technical and non-technical personas.

• Problem solving experience for technical, product, and implementation related questions.

• Excellent verbal and written communication skills.

• Collaborative and team oriented.

• Ability to work 5 days a week from our Bellevue, WA office.

  Examples of relevant backgrounds could include:

• Software Developer / Engineer

• Technical Account Management

• Technical support or technical customer service experience

• Technical/software sales engineer experience

• Consultant in software development

• Solutions Architect / Engineer