Job Description:
The Technical Account Manager (TAM) acts as the primary technical point of contact for enterprise clients using the loyalty and engagement platform. The role is a blend of high-level relationship management and hands-on technical consultation. In providing a complex SaaS platform for global brands to manage customer loyalty, campaigns, and data, the TAM’s job is to ensure these brands can execute their marketing strategies without technical friction.
Key Responsibilities:
● Strategic Technical Advisory: You act as a 'trusted advisor,' helping clients align their business goals (e.g., increasing customer retention) with the technical capabilities of the SessionM platform.
● Platform Implementation & Configuration: Guiding clients through the setup of core modules like Audiences, Campaigns, Offers, and Insights. This often involves managing complex 'multi-org' structures to ensure data privacy and proper user access across different regions or sub-brands.
● Issue Resolution & Escalation: While you aren't necessarily the person writing the code, you own the technical relationship. When a critical bug or performance issue arises, you coordinate between the client’s team and SessionM’s internal engineering/support teams to drive a resolution.
● Platform Training: Educating client marketing and tech teams on how to use the platform effectively. This includes providing updates on new features and ensuring the client is following 'best practices' for loyalty program architecture.
● Performance Monitoring: Regularly reviewing the health of the client’s integration. You’ll analyze system performance, monitor key account metrics, and proactively suggest enhancements to prevent future issues.
Skills:
● Technical Proficiency: Understanding of APIs (REST), SDK integrations, and data structures. Familiarity with SQL, JSON, or basic Linux commands for troubleshooting.
● Industry Knowledge: Experience in MarTech (Marketing Technology), SaaS, or loyalty/engagement programs is highly preferred.
● Communication: Ability to translate complex technical concepts into 'layman’s terms' for business stakeholders and vice versa for developers.
● Project Management: Experience managing multiple enterprise-level accounts simultaneously, involving project timelines, migrations, and site installs.
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