(PB) Technical Account Manager - ThriveCart

About ThriveCart:

ThriveCart is a leading no-code platform used by over 50,000 creators, coaches, and entrepreneurs worldwide to generate over $2Bn in annual sales. Included within the ThriveCart platform is a powerful landing page builder, affiliate management, cart and checkout functionality and learning management system (LMS), making it a top solution all-in-one solution for digital product sales.

Location: Remote

Job Overview:

We are seeking an experienced and highly skilled Technical Account Manager (TAM) to work directly with our largest customers and those who purchase the TAM service. The TAM will provide expert technical advice on the ThriveCart platform, serving as a consistent technical point of contact. With a deep understanding of the customer’s business and configuration, the TAM will make custom recommendations and address complex issues to ensure the success of our customers.

What Your Work Will Entail:

Customer Relationship Management:

• Develop deep relationships with assigned customers, understanding their unique business needs, goals, and configurations.
• Provide personalized technical guidance and troubleshooting for ongoing and complex issues
• Act as the primary technical point of contact for TAM customers, ensuring a seamless and proactive support experience.

 Expert Technical Advice and Solutions:

• Offer expert-level knowledge of ThriveCart’s features, integrations, and workflows to make custom recommendations tailored to customers' needs.
• Identify technical problems or opportunities and offer long-term solutions to improve customer outcomes and drive success.
•  Cross-Functional Collaboration:
• Collaborate with Product, Engineering, and other internal teams to address customer issues, share feedback, and recommend product improvements.
• Report on recurring customer pain points and work closely with teams to drive improvements and updates based on customer feedback.

Escalation Management:

• Serve as the escalation point for complex technical issues, guiding customers through high-priority challenges and providing expert resolution strategies.
• Ensure effective issue resolution and follow-through, maintaining customer satisfaction.

Mentorship and Knowledge Sharing:

• Share expertise and best practices with internal teams to improve processes and customer outcomes.
• Mentor junior team members on technical support strategies and solutions.

What You Bring To This Role:

• Proven experience in a senior technical support or customer success role, preferably in a SaaS environment.
• In-depth product knowledge of the ThriveCart platform or similar platforms, with an ability to understand and configure complex customer workflows.
• Strong problem-solving skills, with the ability to resolve complex issues and identify long-term solutions.
• Exceptional verbal and written communication skills, capable of explaining technical issues to both technical and non-technical customers.
• High emotional intelligence and the ability to build strong customer relationships, particularly during high-pressure situations.
• Strong understanding of web technologies, integrations, and APIs.
• Proven ability to collaborate across departments, including Product, Engineering, and Support teams.

Learn More About ThriveCart:

Our Values are:

• Commit to Excellence
• Find a Way
• Help Each Other
• Keep Growing
• Data First