Technical Account Manager - Hybrid, USA - Baja Nearshore

Job Title: Enterprise Level Technical Account Manager

About the company:
We are on a mission to revolutionize traditional people programs, solving significant problems for our customers and creating a better future for employees. We believe in deep, long-term partnerships with our clients, driving their success through our innovative platform and dedicated support. Our culture fosters creativity, experimentation, and continuous growth, making ChangeEngine an exciting place to work where every team member plays a vital role in shaping our success.

Role Overview:
As an Enterprise Technical Account Manager, you will be instrumental in driving customer adoption and managing all technical aspects of their engagement post-sale. Working closely with the Customer Success Manager and Senior Director of Implementation & CS Operations, you will configure SSO integrations, ensure seamless API access, and manage the technical setup of IT infrastructure like DNS records. Your primary goal will be to identify new use cases aligned with our enterprise customers' strategic goals, enhancing their experience with our platform.

Key Responsibilities:

• Proactively identify opportunities for new use cases leveraging our platform capabilities.
• Collaborate with internal teams and customer contacts to map and integrate additional data points effectively.
• Lead technical setup meetings, including kickoff and configuration calls, to customize deployments.
• Support customer training and resolve technical issues post-implementation for optimal platform utilization.
• Serve as the primary technical point of contact for enterprise customers, guiding them through the implementation process.

Persona For The Role:

• 3+ years of relevant customer-facing technical experience, preferably with enterprise-level clients.
• Experience accelerating enterprise customer adoption and managing timelines.
• Proficient in project management, systems analysis, and SaaS technology implementation.
• Strong interpersonal skills and ability to manage stakeholder relationships effectively.
• Passionate about identifying customer use cases, resolving product issues, and driving customer success.
• Ability to adapt to change, work in a fast-paced environment, and thrive in uncertainty.

Desired Skills & Experience:

• Proficiency in REST APIs, SSO, DNS, HRIS, and other IT infrastructure components.
• Strong project management skills and ability to manage multiple projects simultaneously.
• Ability to translate technical concepts to non-technical audiences effectively.
• Exceptional documentation and communication skills.
• Growth mindset and willingness to evolve with the company over time.

What We Believe Is Important In Your Role:

• Practice customer empathy and user love.
• Passion for creating a better employee experience and driving customer success.
• Understanding the urgency to get customers live and extract value from the company offerings.
• Foresight to identify expansion/upsell opportunities and contribute to company growth.
• Commitment to staying ahead of SaaS implementation benchmarks and support KPIs.

Benefits & Perks:

• Stock options
• Competitive base salary
• Unlimited PTO
• Hybrid working model
• Health insurance with additional perks
• Team outings & company retreats
• Collaborative office space (optional)
• Modern tech equipment provided
• Annual Headspace or Calm license
• $500 L&D budget
• $500 "Build Your Own Battlestation" hybrid work stipend

We're currently seeking candidates for positions located on the East Coast of the United States, including but not limited to New York, New Jersey, Massachusetts, Connecticut, Maryland, Delaware, Virginia, West Virginia, Vermont, New Hampshire, Rhode Island, Maine, and Washington, D.C. 

If you reside in any of these areas and meet the qualifications, we encourage you to apply!