Job description
Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support. Through Helpshift’s AI-powered customer service platform, companies can resolve issues moåre efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Square and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.
We’re looking for a Technical Account Manager (TAM) to partner with our largest and most strategic accounts to ensure retention of key accounts and manage a team of globally situated Custom Success Managers. This person own relationships with key stakeholders internally and externally, and are responsible for turning customers into long-term champions, developing product adoption strategy for their team, and providing enablement and optimization best practices, all while providing an impeccable customer experience along the way. Leading this team will challenge your ability to context-switch from high level customer strategy to tactical account level escalations to retention opportunities on a daily basis. The ideal candidate is a customer-obsessed strategist, eager to build and mentor a team of highly motivated CSMs.
About the Role
● Build strong executive and business user relationships not only with Helpshift’s clients but internal teams across Account management, Sales & Marketing, Operations, Product and Engineering.
● Manage a team of Customer Success managers located across US, EMEA and APAC serving our Enterprise, SMB and mid-market customers around the world and ensure the overall health and satisfaction of clients in their portfolio.
● Partner with Onboarding team, Operations teams and other teams involved to manage all aspects of the standalone and end to end customer lifecycle. Build playbooks that are scalable and identify opportunities to strengthen our internal processes or increase client satisfaction.
● Collaborate with product and engineering teams to advocate for client needs with supporting business case and incorporate voice of the customer into roadmap planning.
● Partner with the support team and engineering to handle and mitigate escalations, as well as plan for major releases.
● Collaborate with internal teams including account managers, and operations team to create a strategy and manage major lifecycle events such as renewals, growth, roadmap planning and beta launches to support product adoption and business goals.
● In addition to managing the process for business reviews, you will also conduct them and work with AMs and/or OMs to support customers with establishing critical goals, or other key performance indicators that aid them in achieving their goals, drive feature adoption, ensure retention, and drive growth opportunities.
● Be the Helpshift product expert from the business user perspective, and become a trusted, strategic advisor for every customer you engage with.
● Support customers with questions across all product areas and utilize your technical knowledge of Helpshift’s platform to educate clients on best practices regarding SDK configurations and integrations.
● Respond to customers’ inquiries within 12-24 hours (by priority level) and as needed, to high priority client inquiries throughout the day, evening, and weekend when necessary.
About You
● You are high performing leader with 5+ years of managing a global team focused on client engagements
● You have 10+ years experience with a minimum of 3 years working with Enterprise or larger strategy clients.
● Experience in account management or customer success
● You are comfortable speaking to technical concepts and possible solutions that generate client interest
● Willingness to travel domestically up to 25% for strategic customer engagements
● Strong attention to detail and ability to solve complex, interdependent problems
● You are data-driven and leverage data to formulate strategic recommendations
● You adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical.
● You are comfortable with working across multiple timezones as well as the dynamic nature of shifting priorities on a day-to-day basis.
Phases of our recruitment journey:
- You send us your application with your updated resume.
- After reviewing your candidacy, if your profile fits the position we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
- For most of the projects there might be a second and/or third interview with a Team Lead or an Operations Manager.
- At the end of our journey - hopefully you will receive an offer and become our new Keywordian!
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you’re interested in joining our team, we highly encourage you to apply.
That would be it from us - now we are waiting for your move!
#imaginemore
Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members outside of Canada.
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
Role Information: EN
Studio: Keywords Studios
Location: Americas
Area of Work: Player Engagement
Service: Engage
Employment Type: Full Time, Permanent
Working Pattern: Remote
