Technical Account Manager -- AdTech & Media
Reporting to: Sr. Director, Solutions Delivery
Remote-US
WHY SCUBA?
SCUBA is the only Decentralized Collaborative Decision Intelligence platform providing in-the-moment decision intelligence without compromising privacy. Global brands like Microsoft, McDonald's, Twitter, and Warner Bros trust SCUBA to gain in-the-moment insights across billions of touchpoints, fueling real-time experiences and measurement. Founded by former Facebook executives and led by industry veterans from Kantar, Sonos, and Splunk.
WHAT YOU'LL OWN:
This is an integral role within SCUBA’s customer organization, with an emphasis on hands-on technical account management and solutioning. You will work with stakeholders to maximize the technical and business value of the SCUBA platform, and take ownership of data management requests, product enhancements, feature requests, and security escalations. As the primary point of contact for your portfolio of customer accounts, you will own the post-implementation customer journey: from onboarding and training new users, to helping them answer complex questions about their business using SCUBA, to providing upstream recommendations on their data infrastructure.
You will be the voice of the customer within SCUBA, and collaborate cross-functionally to communicate customer feedback and enhancement requests.
More Specifically -
- Own and manage post-implementation customer activities and serve as the trusted advisor and business partner to customers
- Develop strong relationships with key stakeholders and executive sponsors and ensure we add value by providing solutions that align with customers’ overall business objectives
- Drive product adoption and engagement, maintain account health, and reduce churn across accounts
- Deliver effective onboarding for end users and provide best practices and recommendations across different aspects of data analytics, e.g. instrumentation, infrastructure, analyses, etc.
- Identify, plan and execute projects to help customers realize the full business value of the platform
- Work closely with internal account teams to identify risks and growth opportunities and perform periodic business reviews
- Advocate customer needs and provide feedback internally to inform product vision and roadmap
REQUIRED QUALIFICATIONS:
- An understanding of applied analytics use cases within the AdTech and Media space
- 6-8+ years of experience in Technical Account Management, Customer Success, or similar technical, post-sales, client-facing roles in a software organization
- Experience with data analytics to provide business insight
- Technical aptitude to understand, learn, and perform hands-on analytical and technical tasks across all layers of our product
- Strong written and verbal communication skills
- Ability to prioritize and proble
- m-solve in a fast-paced environment, and collaborate cross-functionally to deliver the maximum value to customers
- Excellent project management and organizational skills
- Passion for building customer relationships and delivering solutions
- Familiarity with databases, SQL, and Linux variants
PREFERRED QUALIFICATIONS:
- An understanding of event data and behavioral analytics knowledge objects
- Knowledge of cloud architecture and deployments, particularly Azure or AWS
- Consulting experience in the software industry
- Enterprise-level SaaS or MSP experience in a customer-facing role
- Experience with Atlassian Cloud products, HubSpot, and/or Salesforce
