Technical Account Manager, Global-e
$90-110k
3+ days a week in office
Cross-border eCommerce enablement platform
Open for applications
Cross-border eCommerce enablement platform
501-1000 employees
Open for applications
$90-110k
3+ days a week in office
501-1000 employees
Company mission
Making eCommerce border agnostic.
Role
Who you are
- 3+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer), experience with working with high-profile customers
- Proven ability to build and maintain relationships with customers. Excellent customer service skills with a passion for customer satisfaction and success
- Proficiency in data analysis tools and techniques
- Excellent verbal and written communication skills and ability to maintain conversations with customers in a diplomatic and goal-focused manner
- Ability to monitor customer activity and create reports
- Ability to learn new software tools on the job, and the ability to provide customer training on those tools
- Strong presentation skills; comfortable engaging with executive-level clients
What the job involves
- We are looking for a Technical Account Manager (TAM) to ensure the long-term success of our merchants in North America and Europe
- This candidate will aid the different teams in Global-e with the technical aspects of the product by providing technical coverage to customers
- Technical account managers are highly knowledgeable about the product and its capabilities, while maintaining an overview of precisely how customers use the products and services provided by Global-e
- With proper analytics and reporting, TAMs can use that data to assist in enhancing the customer experience and customer satisfaction set forth by management
- The TAM role in Global-e offers a great chance for the right candidates to shape the relationship with Global-e’s most strategic customers and work alongside top management
- Be responsible for a group of strategic merchants
- Be the first escalation point for technical issues
- Advocating for the customer internally in Global-e, drive to customer satisfaction
- Document and maintain internal knowledge related to merchant use cases and implementation
- Ensure monitoring in place for merchant-relevant use cases
- Manage periodic meetings with the merchants - go over open issues, incidents, and IRs
- Join QBRs with the CSM and the merchants and present stats of merchant tickets and detailed status on high-profile issues
- Analyze open cases and reported issues, look for ways to improve the service, and solve repeating issues for the customer
- Train and advise customers on how to use the products effectively
- Have periodic internal sync meetings with the CSMs about customers’ health and status
- Help with leading RCAs and IRs
- Conduct quarterly meetings with the product team to review the top 10 merchant main repeating production issues
- Supporting merchants in preparing for major sales activities
Salary benchmarks
Our take
Global-e pictures a world where international eCommerce growth is simple and profitable for retailers. To achieve this, the Israel-founded company - now with a footprint in United States, Europe and Asia - offers a platform with solutions to accelerate global, direct-to-consumer cross-border eCommerce.
Global-e is currently working to support the global expansion of brands of all sizes, recently partnering with Pitney Bowes, who will provide its logistics services, strengthening Global-e’s solutions for large organisations.
This, among many other partnerships and acquisitions in recent years, including Flow Commerce for $500M, contributes towards the company’s goal of being the leading end-to-end solution of choice for any size merchant. As an ambitious company, with a reputable history and pedigree, continued growth for both its clients and itself seems inevitable.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Funding (last 2 of 3 rounds)
Jun 2020
$60m
LATE VC
Apr 2018
$20m
LATE VC
Total funding: $100m
Company values
- Customer obsessed
- Innovation
- Team focused
- Community
- Sustainability
Articles
Leadership
Amir Schlachet
(CEO)Previously acted as Assistant to the CEO for Bank Hapoalim and as an Associate for McKinsey & Co. Experience as a Software Development Team Leader for the Main Technological Unit of the Israel Intelligence Corps.
Shahar Tamari
(COO)Previously acted as Head of ePayments for 888.com, Senior Vice President of Business Development for Bank Hapoalim, and as Communications Banking Manager for Bank Otsar Ha Hayal.
Nir Debbi
(President)Previously served as Senior Vice President of Strategy for Bank Hapoalim, Management Consultant for Trigger-Foresight, Economic Analyst for Amdocs, and as a Duty Officer for the Israel Airport Authority.
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