Platform & Automation Engineer
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Requirements
• You are passionate about customer success and find satisfaction in helping your customers achieve great things. You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name, enterprise customers with over 1,000 employees • You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve • You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly • You’re known for being a “team player.” We just can’t emphasize this enough • You build great relationships with colleagues and customers • You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others • You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities • You have excellent time management skills • You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML, etc) • 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
Responsibilities
• As a Technical Account Manager, you will own the ongoing technical relationship through the entire lifecycle of customers in your portfolio, collaborating very closely alongside the Customer Success and wider account teams. This role will serve as a trusted technical advisor responsible for defining the Braze technology strategy for customers who have purchased the TAM premium service offering and helping them unlock value from their use of the Braze platform. • Your focus will be to drive value, retention, and adoption of Braze’s product through the customer lifecycle, acting as the technical counterpart between Braze and your client’s product and engineering team. You will be responsible for understanding your customer's needs and proactively driving forward technical initiatives that help your customers achieve their business goals. • You’ll manage a portfolio of named accounts, typically in the Enterprise and Strategic classification of accounts, a tier of customers with enterprise organizational structures and architectures, posing unique geographical, scale, and complexity challenges. • This is an opportunity to bring your experience as a product and implementation expert, business analyst, problem solver, and customer success professional along with a high level of product and technical competence, delivering high-impact engagements that drive tangible outcomes for some of Braze’s most advanced customers. • You’ll be responsible for client success, partnering with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity • Help customers successfully instrument Braze across their stack and refine that instrumentation over time as their use of Braze matures and becomes even more valuable, which in turn contributes to renewals and upsells • Facilitate conversations regarding the customers’ desired use case, conducting discovery, and recommending solutions based on their unique needs and architecture • Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle • Empower customer product and engineering teams to use our product as independently and efficiently as possible, communicating with customers and internal teams to explain products and solutions by delivering enablement and education • Adopt governance practices such as creating solutions documentation and building architectural diagrams, and drive progress against key technical work streams through project management • Instill best practice and engineering excellence amongst your customer portfolio by validating product use cases and technical feasibility for product launch and translating the customers’ unique requirements to Braze’s Product team
Benefits
• Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment. • From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as: • Retirement and Employee Stock Purchase Plans • Flexible paid time off • Comprehensive benefit plans covering medical, dental, vision, life, and disability • Family services that include fertility benefits and equal paid parental leave • Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend • A curated in-office employee experience, designed to foster community, team connections, and innovation • Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching • Employee Resource Groups that provide supportive communities within Braze • Collaborative, transparent, and fun culture recognized as a Great Place to Work®