Description:

Job Title: Technical Account Manager, Scaled CX

We’re seeking a highly motivated and innovative Scaled CX TAM (Scaled Customer Experience Technical Account Manager) to join our team. As a Scaled CX TAM, your output will be critical in driving product adoption and customer engagement through various digital strategies and approaches. You will collaborate with multiple teams to design and execute scalable programs that ensure a positive customer experience while maximizing the value our customers derive from the VIP ecosystem. This role drives customer empowerment at scale, driving overall customer satisfaction and outcomes, encompassing their renewal readiness.

Responsibilities

• Drive product adoption through webinars, digital content, office hours, and targeted training campaigns.
• Use automation and data insights to proactively identify and engage customers based on product usage and lifecycle position.
• Create digital engagement campaigns including drip-feed journeys, newsletters, and triggered email workflows.
• Analyze customer data to measure success, prioritize outreach, and improve enablement content.
• Build and execute playbooks for customer engagement and risk mitigation in collaboration with Relationship Managers.
• Serve as customer advocate while working cross-functionally with Marketing, Product, and Sales teams.
• Optimize customer experience through automated workflows and digital tools.
• Define and track customer success metrics using technology and data-driven processes.

Requirements 

• Experience with digital engagement platforms and automation tools.
• Demonstrated ability to analyze data and make data-driven decisions.
• Experience developing scalable customer programs and engagement playbooks.
• Proven track record delivering webinars, training sessions, and educational content.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Strategic customer success and retention experience.
• Demonstrated ability to translate customer feedback into actionable insights.

Compensation and Benefits

Salary range: $85,000 – $130,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency. 

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