Technical Account Manager - Integrate
Phoenix, AZ
About the Job
Company Overview:
Integrate's journey began in 2010 amidst the burgeoning martech landscape. With a vision to seamlessly "integrate" the multitude of emerging data points, the company initially ventured as a Media enterprise. Pivoting to software development in 2014, the company's strategic moves enabled the birth of a cross-channel demand management platform. Today, Integrate is a leading B2B marketing provider that offers:
- Integrate: Cross-channel demand management SaaS platform for enterprise demand and marketing operations teams. Integrate accelerates speed-to-business value through powerful integrations, delivers 100% marketable and compliant leads with trusted governance, and provides AI-powered insights to enhance and expedite smart decision-making.
- Pipeline360: All-in-one integrated media solution for content syndication, account intelligence enhancement, and digital advertising to enable building marketing pipeline in a scalable, reliable, and predictable way.
We have been recognized as a "Best Places to Work" every year since 2014 and have offices in Phoenix, AZ; Boulder, CO; London, UK; and now in Chennai, India! However, we are a remote-first type company where you will find Integrators across the globe!
Our Mission:
To connect everything - data, channels, tech, and team members - to create intelligent buyer and account journeys and deliver scale.
Why us?
Integrate is an organization of integrity, talent, passion, and vision. Our track record of growth, customer success, and an executive commitment to leading in product discovery, innovation, and user experience, has us positioned for revolutionary innovation in enterprise software and media.
Integrate's Fast Facts:
- Founded: 2010
- Funding: $100m+ raised from leading MarTech investors, along with a partnership/acquisition by Audax Private Equity in December 2021
- Customers: Enterprise and high-growth companies, including Salesforce, Microsoft, Oracle, Dell, Adobe, Akamai, VMware, RedHat, Pluralsight, Splunk, etc.
- Global offices: Phoenix, Boulder, London, and Chennai India
- Employees: ~400
As an Integrate Technical Account Manager (TAM) you are responsible for consultation and advisement on technical needs for Integrate's customers, with a primary focus on the Microsoft account. You will serve as the escalation manager and product advocate for all product issues and requests on behalf of your customers. The TAM is also responsible for working closely with Microsoft's designated Product Manager to present and/or presenting the road map and new features to customers that purchase a TAM subscription. As an Integrate Technical Account Manager you will have proficiency with API integrations, a strong technical acumen, and familiarity with common MAS/CRMs.
- Provide consultative implementation for new features and initiatives.
- Facilitate communication between sales, customer success, professional services, technical support, product, and engineering departments for platform-related topics.
- Act as Tier 1 support for reported issues, escalating internally when needed and ensuring appropriate support is provided.
- Assist in advisement on opportunities for additional product solutions.
- Help the customer find greater value with their Software and Services subscriptions.
- Advocate for the customer and Integrate Professional Services team (when applicable) during various stages of the product lifecycle (discovery, UAT, etc.).
- Discuss open support cases relating to the customer on cadence calls.
- Work with product managers to prioritize and explore customer feature requests on the roadmap.
- Implement and troubleshoot multiple API functionalities within Integrate.
- Create technical documentation for internal and external knowledge share.
- Track and monitor support cases relating to the customer.
- Collaborate with customer's marketing operations/technologists on customized implementation and troubleshooting, minimizing operational risk.
- Leverage best practices of Integrate with the customer's business goals in mind.
- Remain the single point of contact for all technical questions, feedback, and issue resolutions.
Experience:
- Bachelor's Degree preferred
- 2-3+ years of customer-facing experience
- Integrate product experience preferred
Skills needed:
- Ability to manage multiple large-scale projects simultaneously
- Proven critical thinking skills, with the ability to prioritize under pressure
- Comfortable in a high-volume, fast-paced environment, with a desire to grow
- Very comfortable with customer communication, goes above and beyond to provide information internally and externally.
- Strong project management background.
- Basic understanding of APIs. Training will be provided on our specific product functionality.
- Can lead resolution for last minute issues on the fly.
- Able to stay organized and update the everchanging vendor requirements based on events.
- Innovative and wanting to help improve our process and automate as much as possible
Expected Salary Range: $65,000-85,000