Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Providing white-glove technical support and onboarding for enterprise accounts in Japan with an accent on technical implementation and client relationship management. Focus on managing complex onboarding projects, optimizing product adoption, and bridging the gap between customers and internal engineering teams.

Location: Hybrid in Tokyo, Japan

Company

hirify.global is a global leader in experience intelligence, providing an all-in-one platform for analyzing digital customer journeys.

What you will do

• Serve as the primary technical point of contact and trusted advisor for marquee enterprise accounts in Japan.
• Collaborate with Account Executives, Solutions Consultants, and Customer Success Managers to align on client objectives.
• Manage the end-to-end onboarding and implementation process, including scoping and validating use cases.
• Handle escalation management and triage critical issues in conjunction with the Customer Support team.
• Create and maintain customer account plans and documentation on configuration, usage, and milestones.
• Guide customers on best practices to maximize product adoption and time-to-value.

Requirements

• Experience in a customer-facing technical role (TAM, Implementation, or Engagement Management), preferably within a SaaS company.
• Proficiency in JavaScript, HTML, and CSS to understand website development and collaborate with engineering teams.
• Experience with project management methodologies such as Agile or Waterfall.
• Strong ability to tailor technical messaging for stakeholders from developers to C-level executives.
• Strong analytical and problem-solving skills for managing multiple concurrent projects.

Nice to have

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
• Experience with tools such as JIRA, Zendesk, Salesforce, or Rocketlane.
• Background in SaaS MarTech, AdTech, or Digital Analytics environments.
• Prior experience working with Japanese enterprise clients in e-commerce, retail, travel, or financial services.

Culture & Benefits

• Hybrid and remote work flexibility.
• Stock options for all full-time employees.
• Generous paid time-off policy.
• Lifestyle allowance and regular social activities coordinated by local Culture Crews.
• Global interaction opportunities through virtual onboarding and annual Hackathons.
• Inclusive environment with multiple Employee Resource Groups.