Technical Account Manager

Job description

About the Opportunity

In today’s digital-first world, content is the customer experience. As individuals or businesses, people interact through content, differentiate using content, and achieve their goals with content. Content is what powers every single experience throughout our day.

The Customer Experience team is building a team focused on empowering its customers and we see the role of the Technical Account Manager as a great way to enhance a customer’s Contentful journey by providing a personalized technical advocacy experience from an experienced solution advisor. This is particularly beneficial for customers who require a more proactive approach and greater oversight in realizing their content platform journey. Someone who gets to know them knows their business and acts as their advocate.

Contentful is a customer-centric platform company that’s passionate and opinionated about content management and delivery within digital teams and leveraging the value of content throughout the digital organization. To help us nurture our Customer Experience and Support practice and bring even more creative, strategic, and organizational talent into the team, we’re seeking an experienced Technical Account Manager.

In this position, you will report directly to the Senior Director of Support & Technical Account Management and will be responsible for owning the relationship with one or more of our most strategic accounts and bring an energetic approach with a laser-focused mix of technical expertise, project management, customer relationship management and problem-solving skills.

You can work from our Berlin office or remotely from Germany, Netherlands, UK, and Ireland.

What to expect?

• Lead from the front by promoting technological advancements understanding the impact on business strategies and transforming this into client growth
• Partner with internal teams like Customer Experience, Product Management, Research and Engineering teams to build the right strategies to deliver customer value
• Bring a structured customer-centric thought approach and proven ideation and iteration process to Contentful that is based on TAM best practices as well as experience
• Make recommendations about how to best leverage design knowledge and expertise within the internal teams and, more broadly, your Customer base.
• Be responsible for multiple work streams and strategically leverage resources to achieve goals
• Build, maintain and foster key client relationships and always ensure both parties are aligned in terms of goals and ambitions
• Communicate openly and frequently to teammates, internal stakeholders and leaders about risks and opportunities within your Customer base as well as opportunities for Contentful to enhance its portfolio to Customers further.
• Buildup and develop a considerate, customer-focused Technical Account Management methodology that evolves through iterative processes and customer feedback.
• Contribute to our overarching desire to see our customers succeed through growth and adoption endeavors and lead at least 2 initiatives in this area eg: adoption mapping, OKRs, maturity models, playbooks, training etc
• Mentor, guide, and nurture some of our finest talent on what it takes to really be the advocate in the field for our customers. This will see you partner with the likes of our talented, passionate Support Engineers and expand their toolbox.
• As part of our interview process, you can expect a technical challenge that will put your existing experience with JavaScript and frontend frameworks to the test, accompanied by a couple of design questions related to Contentful’s approach to Content Modelling

What you need to be successful

• Great rapport-building skills e.g., Being Empathetic and an active Listener, are key for this role
• Desired experience would include extensive knowledge of JavaScript with experience using React alongside frameworks such as Next. JS, and knowledge of static site generators like Gatsby. Experience with REST APIs, CMSs, CDNs, caching, Splunk and mobile development would be advantageous as well.
• Ability to wireframe websites to be able to provide insightful ideas to customers using the Contenful platform so you can enable them to adopt best practices
• Ability to simplify complex problems and find solutions collaboratively
• Proven track record of developing relationships with internal teams and external clients alike
• In-house Saas cross-functional team experience and proven collaborative success
• Confident in speaking to C-level executives and be able to influence key stakeholders
• Experience working concurrently with Success, Sales and other departments
• Ability to synthesise large amounts of information into consumable frameworks and concepts to facilitate key decision-making and set the future direction
• Demonstrated ability to meet goals, deadlines and key milestones.
• Experience in a similar technical consulting, Solution Engineer, Solution Architect or Implementation Manager role at a SaaS company.
• Excellent communication and presentation skills and confidence in conveying knowledge to a technical audience.

What’s in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• We value Work-Life balance and You Time!A generous amount of paid time off, including vacation days, sick days,  education days, compassion days for loss, and volunteer days
• Time off to care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
• An annual wellbeing stipend to care for your physical, financial, or emotional health
• A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

#LI-hybrid #LI-KH1

Who are we?

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.

Everyone is welcome here!

“Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.

Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at [email protected]__with any information you may have.

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