MidFull TimeEN
Contentsquare is anticipating the need for a Technical Account Manager (TAM) to join our team and help provide white-glove support for our customers in Japan. Contentsquare’s TAMs are technically skilled, love working with customers, well organized, detail oriented and creative problem solvers. You will have the opportunity to collaborate with our marquee customers while working on challenging problems and managing complex projects. This position offers a great opportunity for an individual to grow their career within the growing Customer Support team.
If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical and soft skills, while working with some of the largest companies out there, we want to meet you.
Account Management:
Serve as the primary technical point of contact and trusted advisor for a portfolio of marquee enterprise accounts in Japan
Work closely with Account Executives, Solutions Consultants, Customer Success Managers, and Adoption Managers to align on client objectives and drive success
Engage with client stakeholders across all levels, from developers and product managers to e-commerce executives and C-suite
Host recurring meetings and business reviews with customers
Act as an internal champion for your customers across all Contentsquare teams (Sales, Product, Engineering, Support)
Handle escalation management and triage critical issues in conjunction with the Customer Support team
Scope and perform project management for large Contentsquare initiatives within your accounts
Create and maintain customer account plans, including documentation on key configuration details, usage patterns, and success milestones
Ensure customers are following Contentsquare best practices and maximizing product adoption
Act as a technical project manager to onboard new clients and successfully implement the Contentsquare products they have purchased
Define and validate implementation scope and use cases with customers during the onboarding phase
Proactively manage expectations of both customers and internal stakeholders throughout onboarding and deployment
Drive customers toward data collection as part of Contentsquare's "Race to Data Collection" initiative
Oversee end-to-end deployment including implementation, testing, and enablement guidance, ensuring swift product delivery and time-to-value
Maintain and update customer project plans using enterprise project management tooling (e.g., Rocketlane)
Provide Contentsquare platform configuration and administration assistance
Support regional partners as they oversee Contentsquare deployments for their end customers
Experience in a customer-facing technical role, such as Technical Account Management, Implementation, or Engagement Management, preferably within a SaaS company
Proficiency in JavaScript, HTML, and CSS: ability to understand website development and work collaboratively with product and engineering teams
Experience with project management methodologies (Agile, Waterfall, etc.) and managing multiple concurrent projects
Ability to define, create, and follow integration Statements of Work (SOWs)
Excellent written and verbal communication skills, with the ability to tailor messaging from technical teams to C-level executives
Strong analytical and problem-solving skills
Experience working in a fast-paced, global, cross-functional SaaS environment
Bachelor's degree in Computer Science, Information Technology, or equivalent experience
Experience with tools such as JIRA, Zendesk, Salesforce, or Rocketlane
Background in a SaaS MarTech, AdTech, or Digital Analytics environment
Prior experience working with Japanese enterprise clients in industries such as e-commerce, retail, travel, or financial services
