Technical Account Manager

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you.

As a Technical Account Manager at Braze, you will own the ongoing technical relationship with customers in your portfolio, collaborating closely with the Customer Success and wider account teams. You will serve as a trusted technical advisor responsible for defining the Braze technology strategy for customers who have purchased the TAM premium service offering, helping them unlock value from their use of the Braze platform.

Key Objectives:

- Drive value, retention, and adoption of Braze's product through the customer lifecycle.
- Act as the technical counterpart between Braze and your client's product and engineering teams.
- Manage a portfolio of named accounts, typically in the Enterprise and Strategic classification.

Key responsibilities:

- Client Success: Partner with the Customer Success and other customer facing teams to own the technical relationship for your assigned accounts, driving technical adoption and continued technical maturity.
- Technical Guidance: Help customers successfully instrument Braze across their stack and refine that instrumentation over time.
- Consultative Support: Facilitate conversations regarding customers' desired use cases, conducting discovery, and recommending solutions based on their unique needs and architecture.
- Issue Resolution: Support and advocate for day-to-day inquiries and requests to optimize value through the customer lifecycle.
- Empowerment: Empower customer product and engineering teams to use our product independently and efficiently, delivering enablement and education.
- Documentation: Adopt governance practices such as creating solutions documentation and building architectural diagrams.
- Best Practices: Instill best practices and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch.

**What You'll Do**:
Daily Activities:

- Engage with customers to understand their needs and proactively drive technical initiatives.
- Monitor customer satisfaction and success metrics, providing regular updates to internal teams.
- Collaborate with cross-functional teams to ensure seamless service delivery and customer experience.

**Who You Are**:
**Experience**:

- 3-5 years of client-facing experience as a TAM or in a related technical area such as Implementation, Technical Support, or Solutions Architecture for Enterprise/Strategic accounts.
- 3+ years of technical experience in managing complex customer environments with strong product command and technical knowledge of SaaS, Mobile, API, or Programming.

**Skills**:

- Excellent communicator (written and verbal), with the ability to translate complex technical ideas to non-technical stakeholders.
- Natural problem solver with a high level of intellectual curiosity and a collaborative approach to solving problems.
- Ability to manage multiple competing priorities and work effectively under time constraints in a fast-paced environment.
- Bilingual skills beyond English are a plus, facilitating communication with our global customer base.

**WHAT WE OFFER**
- Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country _here_. More details on benefits plans will be provided if you receive an offer of employment._

From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- A curated in-office employee experience, designed to foster com