Braze - Manager, Engagement Management
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Requirements
• 1-2 years of experience supporting technical products, ideally in SaaS or mobile application environments. • An associate degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience. • Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution. • Hands-on experience with HTML, CSS, APIs, and/or SQL • Experience with tools such as Postman, Snowflake, and/or Kibana is a plus. • Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming. • Strong written and verbal communication skills in English • An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences. • Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities • Passionate about helping customers and resolving issues efficiently and effectively. • Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations. • Able to synthesize complex technical concepts and communicate them clearly to diverse audiences • Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure. • A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.
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®
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