gitbook - Technical Account Manager
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Requirements
• 3+ years of experience in post-sale account management or customer success (onboarding, adoption, expansion, renewals). • Proven track record of NRR achievement. • Strong product mindset and ability to ramp quickly on a developer-facing product. • Able to translate product usage into commercial conversations. • Founding account manager experience in early stage is highly valuable. • The hiring process • Discovery Call (30 min) with our People Team to get to know you and your goals. • Hiring Manager interview (60 min) with Dave, our Head of Sales, to dive deeper into your experience and skills. • Case Study (60 min) with Dave and Sara (CEO). Walk us through your process and craft. • Peer Interview (30 min) with our Account Executives for healthy team alignment to answer your final questions. • Final Round: Amsterdam Visit The last step of the process includes a company-covered trip to Amsterdam to meet the team in person. • This process is not set in stone. • 👥 Join GitBook at a pivotal time as we evolve our product and team. This is a chance to shape our product, craft, and culture.
Responsibilities
• Post-sale customer onboarding with AEs and Solutions Eng team members as the primary point of contact for new accounts to ensure seamless implementation of GitBook. • Ongoing management of a growing enterprise customer base through effective cadence, adoption planning using revenue, product health, and whitespace inputs. • Identifying expansion opportunities within existing accounts by leveraging relationships with champions. • Handling enterprise renewals as well as mid-term expansions to maintain or increase NRR (Net Revenue Retention). • Communicating customer requests for new features backed up by product commitments and managing expectations around them, while keeping customers informed about progress and releases.
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