Senior Technical Account Manager

1 month ago

London, Greater London, Afghanistan Amperity Full time

Amperity is more than just the leading customer data platform — THE PEOPLE bring energy, smarts, and experience from all different backgrounds, reflecting our commitment to diversity, equity, and inclusion. THE TECHNOLOGY is multi-patented, AI-powered customer data management software that we invented to help solve problems that have frustrated consumer brands for years. THE OPPORTUNITY is to hitch your career to a rocket ship. We're addressing a critical market need: helping hundreds of leading brands make sense of massive amounts of transactional and engagement data so that they can understand their customers and provide experiences that delight while boosting revenue and moving the business metrics that matter. Come help us make it happen

The Role

The Amperity Technical Account Manager is responsible for their clients' ongoing value realisation. This includes cultivating relationships and developing and executing innovative adoption strategies. Your primary goal is to drive the value they receive from the platform, ultimately leading to improved customer retention for Amperity.
While countless other teams and experts within Amperity are crucial to the establishment and ongoing success of our customers, each relationship needs a focal point of strategic responsibility, cross-functional coordination, and accountability for outcomes.
This role will work alongside a group of world-class colleagues from Sales, Client Services, Product, and other teams to deliver a cohesive and tightly coordinated customer experience, ensuring that in addition to realising business value beyond expectations, our customers call us their favorite technology and/or service provider.
Whilst this role combines a blend of relationship management and technical understanding, the technical aspect of the role will require you to provide ongoing solutions and consultation to Amperity's customers. By leading and driving these solutions, you align them with the customer's value roadmap, leveraging your deep understanding of the Amperity product as well as your customers' unique datasets and businesses.

Core Responsibilities

  • Develop and own trust- and value-based day-to-day relationships with key customer contacts at all levels of the customer organisation; serve as a liaison between the customer and Amperity.
  • Understand and document success criteria and align the partnership around the customer's business goals, from initial implementation through run-state.
  • Act as a trusted advisor, responsible for mentoring your customers to get the most out of our solution, focusing on product and business domain best practices, driving Amperity best practices, and sharing knowledge throughout the customer organisation.
  • Be an advocate for your client base across the organisation – work with the Product and Engineering to ensure the Amperity solution is built to be well-aligned with client needs and goals.
  • Identify risks in delivering on the agreed-upon value roadmap, the relationship, or commercial arrangement and develop and deploy strategies and programs to mitigate such risks
  • Be informed with current product capabilities and product roadmap to drive value-add to your customers continuously. Whilst also providing product enhancement requests and feedback.
  • Responsible for addressing immediate customer needs, which may include data investigation and workflow management through the platform.
  • Ensure appropriate responses and timeliness resolutions on escalations through coordination with Support, Product, Engineering, & Client Services Management.
  • Own internal account planning and customer health tracking and coordinate all renewal opportunities
  • Identify expansion opportunities for products and services and leverage the sales team to close all types of upsell transactions

About You

  • You have 5+ years in a client-facing role, such as customer success or consulting, or have had implementation experience onboarding/delivering Enterprise Software. An understanding of Marketing Technology is a plus.
  • You're able to navigate complex companies, foster champions and manage a wide variety of stakeholders
  • You are consultative and have a knack for finding opportunities to expand Amperity's scope with existing customers in ways that continue to add outsize value for them
  • You anticipate both non-technical & tech-oriented risks and hurdles to achieving customer value goals
  • You can "separate the signal from the noise" to prioritise your clients' highest-priority business problems
  • You're knowledgeable in SQL. Able to construct repeatable SQL queries.
  • Marketing Technology experience
  • You're quick on your feet, projecting confidence and knowing when to tap other experts for the best possible answer
  • You can explain complex concepts simply, present and persuade others to adopt new ways of thinking, becoming a trusted advisor to your customers over time
  • You are a team player who excels at rallying and partnering with various cross-function stakeholders
  • Strong data analysis skills. Ability to dig into customer data and extract insights for stakeholders.
  • Adaptable - you collaborate on design, architecture, and strategy while not being afraid to get into the technical details when needed to drive quality deliverables.

Benefits

We offer all the benefits you'd expect from a great place to work: 100% healthcare coverage, 28 days of Annual Leave (inclusive of the usual public holidays in England and Wales), a communications stipend, and the flexibility to do your best work in a modern, comfortable working space. We provide an inclusive environment where you'll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence.

Amperity values diversity. We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

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