pigment - Technical Account Management Team Lead
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Requirements
• 8+ years in customer-facing roles, with experience in Enterprise SaaS products. • 2+ years experience building and leading a team • Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment • Exceptional communication skills and the ability to collaborate cross-functionally. • Data-driven approach to strategy and optimization. • ## What Sets You Apart: • Visionary leader who aligns technical solutions with business outcomes. • Demonstrated ability to design and scale innovative success programs that deliver measurable business impact. • Deep understanding of customer success, technical advisory, and enterprise clients needs. • Collaborative and inspiring team leader.
Responsibilities
• As the Team Lead, Success Advisory - EMEA, you will drive the strategic expansion of Pigment’s Success Advisory team, ensuring enterprise customers maximize the value of their investment. • You will lead a team of experts delivering high-impact technical and change management guidance through both PSPs and strategic engagements. • Regional Leadership: • Define and execute the EMEA strategy for Success Advisory, ensuring alignment with company goals and customer needs. • Scale and enhance the Success Advisory function in EMEA, ensuring continuous improvement and innovation in how we deliver technical and strategic advisory services. • Build and lead a high-performing team specializing in Pigment Success Plans. • Pigment Success Plans: • Oversee the design and delivery of Pigment Success Plans in EMEA • Enhance our offering based on client feedback, best practices and collaboration with other teams. • Ensure high-quality, personalized or scaled experiences depending on the segment. • Operational Excellence: • Establish operational frameworks for efficient Pigment Success Plans delivery. • Track KPIs and use analytics to optimize service offerings. • Ensure thorough documentation of advisory engagements. • Cross-Functional Collaboration: • Partner with Product, R&D, Professional Services and Customer Success teams, providing EMEA-specific feedback. • Collaborate with GTM teams to identify upsell opportunities. • Represent the EMEA customer voice to influence the product roadmap. • Become a cornerstone of our success organization by providing expertise in various areas. • Team Development: • Recruit, mentor, and develop a diverse team of experts. • Promote a culture of collaboration and continuous learning, empowering team members to contribute ideas and drive customer success.. • Success Metrics: • Customer Impact: Increased adoption, retention and expansion for customers engaged in Success Advisory Plans. • Operational Excellence: Improved efficiency in service delivery, measured through engagement completion rates (i.e. Delivery Rate) and customer feedback (CSAT, NPS). • Revenue Growth: Contribution to expansion revenue through upsell/cross-sell of Premium Success Plans.
Benefits
• Stock options to ensure you have a stake in Pigment's growth • Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones • We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies • Trust and flexible working hours • Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, London and San Francisco • High-end equipment (based on stock/availability) to do your work in the best conditions • We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.
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