Senior Technical Account Manager

At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces. 

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

The Team: Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries like retail to food & beverage to retail and many more. Our key focus is empowering customers to leverage Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers. 

The Role: A Senior Technical Account Manager (TAM) proactively works alongside the Customer Success team to support the growth and expansion of Deputy products with our strategic and CSM managed customers. TAM’s utilize their technical acumen and customer-facing skills to effectively help plan and provide solutions that improve the value and usability of Deputy for our customers. This role is a major part of our post-sales process and will demonstrate success through the retention of customers.

Key Responsibilities

• Drive ongoing proactive technical consultation with key customers to support growth, satisfaction, utilization, and retention.
• Be a technical advisor with your customers by understanding their business/operational needs and technical challenges, and help them achieve the greatest value from the Deputy platform.
• Proactively conceptualize creative solutions to meet customers’ demands and partner collaboratively with our Success, Support, Delivery services, Product, and Engineering teams, plus Partners to facilitate the creation of the customer’s needs within the product globally
• Facilitate the resolution of technical issues and translate these issues for support or engineering to help resolve quickly (diagnosis, document, etc.)
• Institutionalize customer accounts by automating manual workflows, simplifying planning frameworks, and driving long-term solutions for customers.
• Be the voice of the customer and act as a technical liaison by documenting and providing ongoing feedback to educate internal technical teams on customer needs and challenges.

Qualifications

• 5+ years of experience in a TAM role or similar role responsibilities 
• Software development and architecture experience is desirable
• Project management experience and skills is highly desirable
• Ability to analyse & interpret business requirements and customer interactions to anticipate and guide client needs
• Confident with technical workflows around APIs, SFTP files and endpoints, and sync solutions
• Confident in designing visual solutions and project documentation and presenting to all stakeholders both technical and non technical
• Comfortable working cross-functionally with implementation, support, and engineering teams

The pay range for this position takes into account multiple factors that are all considered to determine an individual candidate’s starting pay. These factors include but are not limited to: market factors, experience, technical and non-technical skills, education, certifications, and other business acumen. This range does not include any potential incentive programs, such as individual or organizational performance bonuses. 

For candidates based in the San Francisco Bay Area or New York City, the pay range for this position is $ 133,000 - $153,000.

For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $108,000 - $124,000.

Employee Perks

- Ownership in the company via Share Options

- Company match 401k plan

- Comprehensive health benefits

- Commuter reimbursement program

- Flexible remote-first work policy

- Company wide development and coaching

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills. 

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