Technical Account Manager

Job Description

Narvar is growing! We are hiring a Technical Account Manager to be responsible for providing excellent support to our Premier Accounts and optimization across all of our customer teams. As such the candidate will be responsible for building relationships with the customers, and leading all efforts on incidents, outages, escalations, and complex issues while working with cross-functional teams. This role will consist of training, quality, metrics and continuous improvement across all our customer facing groups and report back on trends, patterns, highlights and challenges with the respective designated accounts. This person sets the bar for excellence for our teammates - leading customer calls and expanding on customer needs. This candidate will build a vision and strategy on how the Technical Account Management team will shape up in the future at Narvar.

Do Day-To-Day

• Working in conjunction with Engineering, CSMs, & Technical Support Engineers - manage, escalate, and drive resolution of customers' technical support issues.
• Own all incidents from aligning members to sending out emails to following up with customers. This will consist of documentation, sending out recaps, post mortems, RCAs, change management, closing the loop with engineering on Jiras, and reporting
• Automate the incidents using Transposit - slack channels, Jira creations, zoom kick offs, customer engagements, status page updates etc.
• Work with the PS Team to facilitate a seamless Customer on-boarding process, ensuring a smooth ‘go live’ and introduction for the Customer from the outset.
• Has a thorough understanding of our product and support issues – as necessary, has the ability to be in the queue and answer complex support tickets
• Design and drive Quarterly Business Reviews (QBR) for accounts focusing on past performance and future Customer needs
• Anticipate Customers’ requirements and possible challenges - make our customers successful! Promote the Narvar's services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within the accounts.
• Identify potential issues within the accounts and work with the wider business to take timely and effective action to resolve them
• Work collaboratively with the Marketing team to build Customer testimonials and referrals.
• Key initiative would be to reduce the ticket volume by looking at reports and working closely with CS, eng and the customer to identify gaps and take actions to rectify the known issues
• Lead product bugs meetings and be the spokesperson for CS in front of the product and eng teams
• Manage your dedicated accounts and help out in the queue as necessary
• Represent the voice of our customers internally to the Narvar product & development team and help influence product roadmap
• Contribute to documentation (KB's, SOPs, runbooks) around troubleshooting and feature details
• Communicate best practices, reference architectures and other training material to customers
• Follow up on negative CSATs and help improve by getting in touch with our customer base

What we’re looking for

• 3-5 years Technical Account Management Experience
• Experience working in Customer Success and / or Customer Support
• Experience with Account Management
• Experience growing customer accounts
• Experience with reporting and QBR’s
• Experience with incident and escalation management
• Excellent customer facing experience
• Experience with building and enhancing customer relationships
• Experience improving customer CSAT scores
• Must understand the technical details of cases, be able to troubleshoot issues and review with the customer as required .
• Reduce Customer Churn

Technology Requirements:

• Ability to review various pieces of code to help troubleshoot issues and help find resolution.
• Experience working with API triage / debugging
• JSON
• HTML/CSS

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. We believe post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with Patagonia, GameStop, Neiman Marcus, Sonos, Nike and 850+ other brands. With offices in San Francisco, London, Paris, and Bangalore, we've served over 125 million consumers worldwide across 8 billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.