Gridspace is looking for an experienced Technical Account Manager (TAM) to
provide white-glove service and technical support to our largest and most
strategic enterprise customers. You will support a number of designated
customers assigned to you by overseeing their overall support experience and
collaborating closely with customer stakeholders, Gridspace’s Product and
Engineering teams.
As a TAM you will be the customer’s source of truth for everything Gridspace.
Your deep understanding of the Gridspace platform and core technologies will
ensure the customer is getting the best experience. The TAM is a uniquely
qualified technical advisor who is supporting the customer’s journey through
proactive and prescriptive guidance to ensure value realization of their
investment. Whether it’s a review of your technical architecture, a plan to
address the customer’s changing needs, or providing feedback on Gridspace
itself - as a TAM will know the answer, or will engage the right people who
do.
The ideal candidate will have a strong technical background with at least 5+
years of hands-on experience in a similar technical environment and account
management roles. You understand the day-to-day aspects of customer support
including overseeing tickets, building knowledge base articles, and providing
product feedback to Engineering and Design teams. The role reports to the
founders.
In this role, you will:
• Primary Point of Contact: Serve as the primary technical contact within
Gridspace by managing and owning the end-to-end customer’s support experience,
including the coordination of all of their inbound inquiries with high touch,
white glove service.
• Technical Consultation: Be the trusted advisor for the customer by
leveraging your deep knowledge of the product and the customer’s business
operations to provide technical insights and tailored solutions to meet their
needs.
• Management of Support Experience: Direct availability to internal and
external stakeholders, conduct support ticket reviews for potential trends,
ensure deeper focus on customer tickets, and drive resolution on identified
issues.
• Customer Partnerships: Develop and maintain a deep partnership with the
customer and their company’s key stakeholders by gaining strong business
acumen, understanding the organizational structure, and their operations.
• Product Knowledge: Become an expert on Gridspace's portfolio of speech
analysis and automation products.
• System Expertise: Has deep technical understanding of the customer’s entire
system, custom configurations, and unique product implementation throughout
their lifecycle with Gridspace.
• Proactive Support: Identify product and/or process trends to prevent
potential issues related to the customer’s system setup and configurations by
proactively monitoring their environment.
• Critical Issue Prevention & Risk Mitigation: Partner with internal teams to
resolve business critical issues and mitigate legal risks to the customer by
offering strategic advice, process workarounds and new features adoption.
• Analysis and Reporting: Provide weekly executive summary on ticket analysis
and generate customer reports to identify and surface top trends.
• Technical Troubleshooting: Use your technical knowledge and product
expertise to troubleshoot and resolve customer issues with high complexity.
• Responsiveness & Resolution: Respond to customers and resolve their
inquiries in a timely and helpful manner with a primary focus on meeting our
SLA goals.
• Cross-Functional Collaboration: Work closely to develop partnerships with
our Engineering and Design teams in order to reproduce bugs and build testbeds
as necessary.
• Feedback Loop: Provide direct feedback to engineering management for product
and process improvements to help enhance the customer experience.
Minimum requirements for the role:
• Strong background in software integrations, modern web application and API
development
• Experience in troubleshooting API's and various types of integrations is
necessary
• Strong familiarity with using CRMs like Zendesk or Salesforce
• Experience with machine learning-based products and voice technology is a
huge plus
An ideal candidate also has:
• Programming experience in one or more of the following languages: Python,
JavaScript, React
• 5+ years of experience in support, engineering, or other technical role
• Previous experience as TAM or similar role involving dynamic project
management
• Excellent customer service and interpersonal skills coupled with the ability
to influence individual contributors and leaders across the company
• Excellent written and verbal communication skills
• Strong bias for action, ability to dive deep, and insistence on the highest
standards
• Ability to work in a hyper growth environment with shifting priorities
