The Technical Account Manager serves as a business contact for SendGrid’s major accounts; understanding their business, acting as an internal advocate and proactively monitoring customer activity. The TAM will develop new and repeat business with existing customers. The ideal candidate will have some project management skills, experience supporting a technical product, and most importantly, a friendly, consultative approach to addressing customer needs. The TAM will occasionally wear multiple hats, sometimes helping sales with closing new business and technical guidance as well as providing support at customer events.

What You’ll Do

• Support the primary point of contact and relationship owner for major customers
• Be the primary point of contact for a small number of accounts after training period
• Develop, retain and grow revenues/profits with assigned clients
• Support the strategy for each major account
• Shadow Senior TAMs on customer calls and in person visits
• Assist in ensuring clients pay in accordance with contract terms & on time – intervene if required
• Responsible for client communications and conflict resolution for major customers
• Review major deliverables to ensure quality standards and client expectations are met
• Ensure that client issues are dealt with in an efficient manner
• Communicate the client's goals and represent the client's interests to the SendGrid team
• Provide regular two-way communication between the client and team to establish strong team representation and set proper client expectations
• Understanding of company capabilities and service, and effectively communicates all offerings to the client
• Mentors more junior members on the team, including new hire training
• Reports to the Director of Account Management, providing regular input on all account activity
• Represent SendGrid at industry events

About You

• 2-4 years sales, account management or advanced technical support skills
• Minimum 2+ years of engineering or technical support account preferably working with email-related products. Familiarity with SMTP, Deliverability, DNS and API’s is a major plus
• Background in Technical Support or Development is preferred
• Motivated, goal oriented, persistent and a skilled negotiator
• A passion for customers and problem solving
• High level of initiative and work well in a team environment
• Excellent written and oral communication skills.
• Extremely detail-oriented
• Must be skilled at building relationships with customers and co-workers
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• 4 year degree