Senior Technical Account Manager

Applications for this position will be accepted on an ongoing basis. About the Opportunity In today's digital-first world, content is the customer experience. As individuals and businesses, people interact through content, differentiate using content, and achieve their goals with content. Content powers every single experience throughout our day. The Customer Experience team is building a team focused on empowering its customers. We see the Senior Technical Account Manager role, which is evolving towards a Success Architect model, as a great way to enhance a customer's journey with Contentful by Salesforce by providing personalised technical advocacy from an experienced solution advisor. This is particularly beneficial for customers who need a more proactive approach and greater oversight in realising their content platform journey: someone who gets to know them, knows their business and acts as their advocate. Contentful by Salesforce is a customer-centric platform company that's passionate and opinionated about content management and delivery within digital teams, and about leveraging the value of content throughout the digital organisation. To help us nurture our Customer Experience and Support practice and bring even more creative, strategic and technical talent into the team, we're seeking an experienced Technical Account Manager to help shape this evolving role. In this position, you will report directly to the Global Director of Technical Account Managers. You will be responsible for owning the relationship with one or more of our most strategic accounts, bringing an energetic approach with a laser-focused mix of technical expertise, architectural guidance, project management, customer relationship management and problem-solving skills. What To Expect? • Lead from the front by promoting technological advancements and understanding the impact on businesses strategies and transform this into client growth • Partner with the internal teams like Customer Experience, Product Management, Research and Engineering teams to build the right strategies to deliver customer value • Bring a structured customer-centric thought approach and proven ideation and iteration process to Contentful that is based on TAM best practice as well as experience • Make recommendations about how to best leverage design knowledge and expertise within the internal teams and more broadly in your Customer base. • Be responsible for multiple work streams and strategically leverage resources to achieve goals • Build, maintain and foster key client relationships and always ensure both parties are aligned in terms of goals and ambitions • Communicate openly and frequently to teammates, internal stakeholders and leaders about risks and opportunities within your Customer base as well as opportunities for Contentful to further enhance its portfolio to Customers. • Buildup and develop a considerate, customer-focused Technical Account Management methodology that evolves through iterative processes and customer feedback. • Contribute to our overarching desire to see our customers succeed through growth and adoption endeavors and lead at least 2 initiatives in this area eg: adoption mapping, OKRs, maturity models, playbooks, training etc • Mentor, guide, nurture some of our finest talent on what it takes to really be the advocate in the field for our customers. This will see you partner with the likes of our talented, passionate Support Engineers and expand their toolbox. What You Need To Be Successful • Great rapport-building skills. Being empathetic and an active listener is key for this role. • Ability to simplify complex problems and find solutions collaboratively. • Proven track record of developing relationships with internal teams and external clients alike. • In-house SaaS cross-functional team experience and proven collaborative success. • Confidence speaking to C-level executives and the ability to influence key stakeholders. • Experience working concurrently with Success, Sales and other departments. • Ability to synthesise large amounts of information into consumable frameworks and concepts to facilitate key decision-making and set future direction. • Ability to manage multiple customer engagements at once and context-switch effectively. • Demonstrated ability to meet goals, deadlines and key milestones. • Experience in a similar technical consulting, Solution Engineer, Solution Architect or Implementation Manager role at a SaaS company. • Excellent communication and presentation skills, and confidence conveying knowledge to a technical audience. • What would be advantageous, but not essential, is experience in any of the following programming languages: JavaScript, Ruby, Node.js, .NET, Swift, Java or Python, and an understanding of these web technologies: JS frameworks such as React, static site generators such as Gatsby, REST APIs, CMSs, CDNs, or experience with mobile development. What’s In It For You? • Join an ambitious tech company reshaping the way people build digital experiences • Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents. • Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family. • We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days • Company paid parental leave to care for and focus on your growing family • Use your personal annual education budget to improve your skills and grow in your career • Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties • An annual wellbeing stipend to care for your physical, financial, or emotional health • A monthly communication stipend and phone