Technical Account Manager, Cordial

• You are seasoned. You have a Bachelor’s degree and 4+ years working in a technical solutions, project or client management role (both commercial and enterprise) at a SaaS company, preferably with experience in CRM
• You describe yourself as “more technical” than a typical CSM. Not only can you manage and solve business issues for your clients, but technical ones too
• You’re a relationship builder. You love working with and building long term relationships with all levels of a client’s organization
• You are a Self-Starter. You are independent, organized, a problem solver, and passionate about detail
• Communication is a breeze for you. You have excellent written and oral communications skills, especially in a business setting. You have a knack of communicating effectively with both technical and non-technical audiences
• You navigate well in organizations. You have a recipe for success working cross functionally, ideally with Product, Engineering and Sales. You’re a perfect team player. Ok, not everyone is perfect
• You project manage in your sleep. You are capable of managing multiple projects and clients at the same time
• You don’t mind a little chaos. You have a track record of delivering phenomenal results in a dynamic, autonomous start-up environment
• Last but not least, you embody Cordial’s values
• Currently located in the East Coast, USA

Desirable

• The Technical Account Manager (TAM) is responsible for supporting the technical success of a portfolio of Cordial’s clients in conjunction with our team of Client Success Managers (CSM)
• The TAM is the primary technical point of contact for our clients, a deeply involved client-facing partner, and works diligently to advocate and align technology and expertise on behalf of the client
• The TAM has the technical aptitude to bridge the conversations and project work between our clients and Cordial’s product and engineering teams
• This role supports our CSM’s in owning the technical relationship with our clients and driving deeper platform adoption
• Key focus areas include owning the technical client relationship and being willing to roll up your sleeves to get “dirty”, empowering our clients to get comfortable with the Cordial platform to drive more autonomy, and recommending solutions to increase the technical value of Cordial’s platform
• Be the technical owner of a portfolio of accounts and work with the Client Success and Client Solutions team to meet the clients’ needs
• Have a deep understanding of Cordial’s platform capabilities and value proposition to implement in order to demonstrate and / or implement solutions to meet client objectives
• Be client obsessed. You will consult with clients directly as a subject matter expert of the platform. You will assist clients in understanding how they can apply new product features and enhancements to align with their business goals. And you will develop and share best practices to clients. Clients will adore you
• Think “big picture.” You will learn, comprehend, and internalize the client's definition of success with regards to Cordial and the client’s broader business. You will develop a comprehensive understanding of business challenges faced by clients and objectives to appropriately map Cordial features and business benefits to address client needs
• Act as a Project Manager. You will create and deliver technical success plans for each client and ensure the broader Client Experience team (CSM’s, Solutions, and Deliverability teams) stays on task to achieve agreed upon goals as stated in the plan
• Be a problem solver. The ability to problem solve both strategic campaign challenges related to client messaging programs and the technical solutions implemented for our clients is a must
• Take the driver’s seat in technical areas. You will support our CSM’s in driving timely renewals and upsells. You will focus on the continual expansion of Cordial’s integration with the client to drive even greater levels of client success
• Collaborate all day, everyday. You will work closely across all functions of the Client Experience team to ensure Cordial is continuously meeting and exceeding our client’s expectations