Senior Technical Account Manager, SOCi

• 5+ years of experience in a Technical Account Manager, Solutions Engineer, or related SaaS role
• Strong technical acumen with experience supporting web-based software, APIs, or platform configurations
• Demonstrated ability to develop strategic relationships with customers and internal teams
• Excellent troubleshooting and problem-solving skills
• Experience navigating cross-functional teams and communicating with engineering, product, and support
• Strong organizational and time management skills with a high capacity for managing multiple priorities
• Familiarity with customer success platforms and CRM tools (e.g., Salesforce, Zendesk, Gainsight)
• Outstanding written and verbal communication skills
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

Desirable

• SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Senior Technical Account Manager to drive long-term customer satisfaction, retention, and product adoption through strategic, technical, and proactive support
• As a trusted advisor, this position will serve as the primary point of contact for product guidance, technical enablement, and issue escalations, helping customers achieve their business goals and maximize the value of the SOCi platform
• The Senior Technical Account Manager will collaborate closely with cross-functional teams across the Customer Success org, as well as Product and Engineering, to deliver a seamless, cohesive and coordinated customer experience
• This position requires a strong blend of technical expertise, business acumen, and exceptional communication skills to effectively engage and influence diverse stakeholders
• As the customer’s advocate, this role will be responsible for ensuring the successful adoption and use of the SOCi platform
• Build and maintain strong, trusted relationships with senior customer stakeholders, serving as a key advisor on complex issues affecting long-term success
• Serve as the main technical contact for customer escalations and troubleshooting, leveraging deep domain expertise to assess root causes and develop sustainable issue resolutions
• Conduct regular business reviews and customer health checks with senior-level leaders, surfacing KPIs, usage statistics, and adoption metrics
• Partner with onboarding and implementation teams to ensure a smooth transition into the platform
• Develop and execute thoughtful customer success plans tailored to each customer's unique business objectives, leveraging customer intelligence to drive results
• Deliver thought leadership on best practices to help customers maximize value from the SOCi platform
• Proactively identify and mitigate churn risks using nuanced judgement and historical analysis to shape mitigation strategies and engagement models. Align customer goals with SOCi's product roadmap and strategic initiatives
• Advocate for customer needs within SOCi, influencing cross-functional priorities and product development decisions through data-backed narratives and direct customer insight. Participate in root cause analysis and post-escalation reviews to drive continuous improvement
• Report regularly on customer health, sentiment, and key insights to leadership
• Contribute to renewal preparation and upsell opportunities through data-driven insights and value demonstration
• Be willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

• This position will remain open with applications due by July 19, 2025. This position is being hired on an urgent basis
• The application window may close before July 19, 2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date