Job description
About Hightouch
Hightouch’s mission is to empower everyone to take action on their data. We’ve pioneered the Composable Customer Data Platform (CDP), which helps companies use their own data warehouse to collect, prepare, and activate customer data for marketing personalization and business operations. Traditionally, acting on data has required engineering time and bandwidth, and left most business users stuck with charts and reports that are unable to take automated action on their data. With Hightouch, every business user, without writing any code, can activate data to streamline critical processes, improve marketing performance, and scale operations.
Our team operates with a focus on making a meaningful impact for our customers. We believe in approaching challenges with a first principles thinking mindset, moving quickly and embracing our value of efficient execution, and treating each other with compassion and kindness. We look for team members that are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.
Hundreds of companies use Hightouch, including Spotify, Ramp, Retool, NBA, Plaid, and Betterment. We’re based in San Francisco, are remote-friendly, and backed by leading investors such as Amplify Partners, ICONIQ Growth, Bain Capital Ventures, Y-Combinator, and Afore Capital.
About The Role
As a Technical Architect (TA), you will become the bridge between Hightouch and our largest Fortune 5000 customers. You will oversee the entire customer journey starting from kick-off to onboarding to continued customer success and finally, increased adoption. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Hightouch platform to its fullest extent and beyond.
In this role, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have a natural curiosity to uncover a customer’s use case and help navigate to the most elegant and efficient solution. Fundamentally, you are enamored with how a company can utilize data to its fullest extent. Utilizing this curiosity and knowledge, your goal is to guide the customer into their ideal future state as well as guide the innovation of the Hightouch platform as well.
What You’ll Do
- As a critical member of the Customer Success team you will be responsible for the retention and expansion our largest Enterprise customers
- You will be part of a team that will work closely with Sales to strategize on how to increase the adoption of Hightouch within large organizations
- From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices
- Provide customers with clear proactive technical guidance and expertise across all our products
- Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
- Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level
What We’re Looking For
- 5-10 years of experience in a client facing and / or technology focused role where business experience and technical acumen was combined
- Experience managing and executing technical projects with a customer-first attitude and a strong sense of empathy
- Excellent project management and communication skills
- Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, reporting tools, etc.)
- Strong troubleshooting and problem solving skills with a continuous desire to improve your technical acumen
- Ability to collaborate cross functionally with different teams and types of people
- Ability to work under pressure, deadlines and navigate unexpected roadblocks with ease
The salary range for this position is 160,000-200,000 (80⁄20 split variable) USD per year which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10 year post-termination exercise window.
