Technical Account Manager, Dynamic Yield

• 3+ years of technical client-facing experience with specific focus in digital marketing solutions (mobile, web analytics, optimization, email); combined with SaaS product environment
• Comfortable with iOS and Android mobile platforms and their development tools
• Able to read code and write code (especially JavaScript, HTML, CSS, - a must, Java - a plus)
• BS in Computer Science or equivalent experience
• Excellent time management and strong organization skills
• Ability to maintain poise under stress, especially when resolving
• Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment
• Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers
• Must thrive at working in a fast-paced environment
• Ability to work in a team environment while working independently

Desirable

• As the account manager, you are the bridge between the technology team and the user, walking the tightrope between customer satisfaction and developer ability
• The role requires someone who can walk gingerly between development, product, marketing, and leadership from some of our largest clients
• You’ll serve as the product expert, guiding clients user experience and, ultimately, client satisfaction through their implementation of Dynamic Yield products
• Become an expert in Dynamic Yield products - with a heavy focus on the technical aspect of the product
• Interface with customers in final stages of contracting with sales to gather, collect, and document technical, product, and contract requirements regarding the customer’s purchase(s) of Dynamic Yield products
• Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
• Partner with the Engineering and Development teams to resolve customer issues
• Write documentation, knowledge-based articles, and tutorials to improve the customer experience of Dynamic Yield features
• Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
• Contribute to the development of our implementation and support policies and procedures