Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Facilitating and coordinating support for hirify.global’s enterprise customer base to improve retention and minimize customer churn with an accent on integrating analytics product into eCommerce infrastructure, and assessing challenges if troubleshooting is required. Focus on being first line of support for technical issues, proactively identifying at-risk customers, monitoring churn, and driving timely intervention to ensure customer success.

Location: Hybrid role based out of our Los Angeles office. The CS Team is in the office Tuesday-Thursday.

Salary: $100,000 - $130,000 USD

Company

hirify.global is building the world’s most advanced marketing intelligence platform, providing top eCommerce brands a unified view of their business data through powerful attribution modeling and customizable dashboards.

What you will do

• Work with customers to help integrate our analytics product into their eCommerce infrastructure, and assess challenges if troubleshooting is required.
• Provide setup support for early-stage customers, and eCommerce growth insights for those that are fully onboarded.
• Coordinate stakeholders internally to ensure a smooth post-onboarding experience, general support ticket management, and product feedback/requests.
• Act as the first line of support for any technical issues raised by customers via support tickets, or Slack channels.
• Proactively identify at-risk customers, monitor churn, and drive timely intervention to ensure customer success.
• Work closely across multiple teams, including Product, Engineering, and Media Strategy to ensure speedy resolution times of bug reports and more technical issues.

Requirements

• Bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related field.
• 3+ years of experience in Customer Success, Account Management, or Technical Support experience, preferably supporting enterprise or eCommerce customers.
• Experience in SAAS B2B software companies.
• Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with platforms such as Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc.
• Technical aptitude and comfort with troubleshooting integrations and product configurations.
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences and guide customers as a trusted advisor.

Nice to have

• Experience in a marketing or marketing-tech related capacity.
• Understanding of ad buying and tracking concepts, including campaigns, ad platforms, UTMs, etc.

Culture & Benefits

• Flexible PTO policy and 12 company-paid holidays.
• 12 weeks of paid parental leave.
• Comprehensive healthcare benefits (medical, dental, and vision).
• $500 work-from-home stipend to support your remote setup.
• 401(k) plan.

Hiring process

• 30-minute interview with a hirify.global recruiter, followed by a video interview with the hiring manager.
• Complete a role-specific video interview followed by video or onsite interviews with several team members.
• Final video interview with our CEO/Co-founder.