demandbase - Technical Account Manager I
Requirements
• 2–4 years of experience in a technical, customer-facing role such as Technical Support, Implementation Consultant, Solutions Engineer, or similar. • Foundational knowledge of one or more of the following CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, etc.) and Marketing automation systems (Marketo, Pardot, HubSpot, Eloqua, etc.) • Basic understanding of SaaS concepts, integrations, and data flows. • Strong problem-solving skills with the ability to follow documented processes and best practices. • Clear written and verbal communication skills and a willingness to learn how to engage customers effectively. • Bachelor’s degree in Computer Science, Engineering, or a related technical field preferred.
Responsibilities
• Manage technical accounts for Demandbase's customer experience team to ensure a positive user journey across all touchpoints with our platform. • Collaborate closely with the product and engineering teams to understand their roadmap and prioritize features that will enhance account management capabilities, ensuring alignment between business objectives and technology implementation. • Provide proactive support for customers by identifying potential issues before they impact user experience and working directly with our engineers to resolve them quickly. • Develop strategies to increase customer retention rates through personalized engagement initiatives based on account usage patterns, feedback, and industry trends. • Monitor key performance indicators (KPIs) related to technical accounts such as churn rate, average revenue per user (ARPU), and net promoter score (NPS) to inform decision-making processes at all levels of the organization. • Attend regular meetings with senior management and other stakeholders to present account performance reports, discuss challenges faced by customers in managing their accounts on our platform, and propose solutions for improvement. • Stay up-to-date with industry trends and best practices related to technical account management through continuous learning opportunities such as webinars, conferences, or training sessions offered by Demandbase or other reputable sources within the B2B software space.
Benefits
• Our benefits include options for up to 100% paid Medical and Vision premiums for employees, a flexible PTO policy, paid holidays, and access to mental health and wellness resources. We also provide a 401(k) with pre-tax, after tax, and roth options, as well as short-term/long-term disability, life insurance, and other great benefits. • Our Commitment to Diversity, Equity, and Inclusion at Demandbase
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