Job description
😎 Our Culture
Quantum Metric’s number one objective is happy people, diverse and inclusive culture. We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.
As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.
We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.
At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.
🚀 About the Role
The Technical Account Manager serves as a trusted, customer-facing partner, ensuring seamless coordination between enterprise/strategic clients and internal teams. This role bridges business objectives and technical delivery, providing the structure, communication, and oversight needed to drive success across complex engagements.
You will partner closely with Account Management, Customer Success, Support, Engineering, and Product teams to align technical execution with account strategy and ensure customer goals are achieved with precision and professionalism. You’ll not only step in to resolve challenges with calm and clarity when they arise, but also build the processes to prevent them in the first place.
The ideal candidate is composed, analytical, strategic, and business-minded — equally confident engaging with senior executives, operators, and technical practitioners. You understand how to tailor communication for every audience and build trust at all levels. Within your first 180 days, you’ll be recognized as a steady, diplomatic presence who brings structure, accountability, and calm to even the most complex situations.
🔧 Responsibilities
- Partner with Account Management, Customer Success, Support, Engineering and Product teams to deliver a unified, consistent customer experience — aligning technical execution with strategic objectives and ensuring issues are resolved efficiently
- Build and maintain strong relationships across all levels of customer and internal organizations — from executive sponsors to day-to-day users — ensuring communication is clear, credible, and constructive
- Coordinate the technical engagement between customer stakeholders and internal teams, ensuring alignment on priorities, progress, and deliverables
- Partner closely with Account Management to ensure all technical efforts directly support broader strategic and commercial goals
- Translate customer goals and challenges into clear, actionable plans that drive both immediate solutions and long-term stability
- Anticipate potential risks or points of friction before they escalate, developing mitigation plans and proactive communication strategies
- Oversee and coordinate technical work-streams — ensuring the right resources are engaged, milestones are tracked, and SLAs are consistently met
- Collaborate with Customer Success Engineers and Customer Success Business Consultants to connect technical solutions to measurable business impact
- Provide proactive, structured communication to customers and internal teams, maintaining transparency on progress, blockers, and next steps
- Monitor support tickets and technical initiatives for assigned accounts, ensuring prioritization, documentation, and timely resolution
- Partner with Product and Engineering to escalate and resolve critical issues, providing clear business context and follow-through
- Support recovery and communication strategies for high-visibility or at-risk accounts with professionalism and composure
- Identify recurring trends or process improvements that strengthen efficiency and prevent future issues
- Represent the voice of the customer internally, ensuring both business and technical perspectives inform decisions and prioritization
💡 Requirements
- 4+ years of experience in Technical Account Management, Customer Success, or Program Management within SaaS or enterprise technology. A basic understanding of HTML/CSS and analytics tagging is suggested
- Strong business and technical acumen — with the ability to understand our platform, translate its capabilities into customer value, and connect technical insights to strategic outcomes
- Exceptional communication and executive presence — adept at engaging both senior leaders and operational teams with credibility and empathy
- Proven ability to build rapport and trust across diverse teams, balancing diplomacy with directness
- Strong critical thinking, prioritization, and organizational skills with a proactive approach to problem-solving
- Proven success in managing multiple enterprise accounts with cross-functional dependencies
- Proficiency with collaboration and tracking tools such as JIRA, Salesforce, Confluence, and Slack
- A self-starter mindset grounded in accountability, curiosity, and a drive for continuous improvement
- Travel: 20%
- Compensation: $95,000 - 110,000 Base
⭐️ Culture Fit
You are the calm in the storm — someone who can resolve immediate challenges while building the systems and relationships that prevent the next one. You thrive in complexity, communicate effectively across all levels, and ensure every stakeholder feels informed and supported. You partner seamlessly with Account Managers, engineers, and consultants alike, embodying professionalism, foresight, and the steady leadership that builds lasting trust. You personify our core values: Passion, Persistence, and Integrity.
🏆 Perks and Benefits
This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you’ll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.
Group benefits
Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
FSA, DCFSA, and HSA accounts
Employee Assistance Programs (EAP)
Telehealth options
Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident
Wellness Perks - discounts on a top-rated fitness app and Healthy Rewards program.
Discounts on Pet Insurance
401k (with employer match) and Options / Equity
13 company holidays
Unlimited Paid Time Off
Sick leave
Parental/Adoption Leave
In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.
Promotional opportunities
Rewards and recognition programs
Robust onboarding and training program
One-time stipend for work-at-home employees
Monthly business expense stipend
Flexible work environments
Employee Discount Program (Perks at Work)
Employee Referral Program
Lead Referral Program
MacBook and awesome swag delivered to your door
Encouraging and collaborative culture
RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)
🐉 About Quantum Metric
As a leader in digital analytics, Quantum Metric helps organizations put customers at the heart of everything they do. Providing a simplified approach to monitor, diagnose and optimize the digital journeys that matter most, the Quantum Metric platform offers in-depth customer understanding, quantified and tied to core business objectives.
Today, Quantum Metric captures insights from 50 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications.
Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last six-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes.
If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you!
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.
Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to [email protected].
Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
Applicant Privacy Policy: https://www.quantummetric.com/legal/applicant-privacy-policy/
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