Role summary:

Nothing inspires you quite like enabling and helping guide an enterprise to ever higher levels of success. You are an experienced SaaS technical expert with a nose for good business practices, and our enterprise customers need your sure hand and watchful eye to help them achieve their goals on our platform.

You will know what success on the GRIN platform looks like for each customer under your care. You will work closely with them and the Enterprise success team to map their journey, monitor their waypoints, get them to the top of the hill, and you'll be right there with them.

In the TAM role, you will be part of a team of like-minded, engaged professionals, confident in your technical skills, assertive in your ability to take action, vigilant as you monitor and report on customer progress and health, organized and strategic as you muster and deploy resources to meet customer goals, innovative as you find solutions to customer challenges, and adaptive and curious as you learn advanced technologies alongside the latest techniques for succeeding in the creator economy.

This is a very dynamic high-growth environment, with the opportunity to work on new challenges over time.

Responsibilities:

• Work closely with key accounts on their technical and program needs
• Drive resolution of accounts' issues by preemptively identifying problems and coordinating the appropriate resources to satisfy requirements
• Design and implement best practices for campaign lifecycle management platform workflows and account information
• Assist in pre-sales conversations and RFPs as needed
• Assist with advanced reporting, QBRs, and provide timely updates to customers on projects/support requests
• Manage advanced integrations for unique business needs and strategic accounts
• Advocate for and scope engineering requests to improve product and benefit strategic accounts
• Fully document accounts' intricacies in order to preemptively identify, design, and execute response plans to potential KPI breaches
• Extract, analyze, and escalate feedback from accounts
• Provide white glove service for early-access and Beta guidance for new functionality or features for strategic accounts
• Provide focused assistance for major brand initiatives for strategic accounts (line launches, holiday campaigns, big sales)
• Developing technical best practice guides in collaboration with CSMs/Marketing

Qualifications:

• Minimum of 4 years of experience SaaS support for mid-market/enterprise customers
• Experience with data extraction, transformation, and standard business intelligence tools strongly preferred (e.g. Tableau)
• Experience with Marketing Technology and marketing reporting & analytics
• Solid business acumen
• Knowledge of API integrations, with knowledge of SFCC and/or Magento API & architecture preferred
• Strong understanding of MySQL queries
• Proven experience managing multiple stakeholders, projects, and customer relationships in a collaborative environment.
• Strong technical background with hands-on experience in digital technologies, including software and front-end development.
• Excellent communication, analytical, and problem-solving skills, with the ability to understand customer needs and provide timely solutions.