We are looking for a Technical Account Manager (TAM) to ensure the long-term success of our merchants in Europe. This candidate will aid the different teams in Global-e with the technical aspects of the product by providing technical coverage to customers. Technical account managers are highly knowledgeable about the product and its capabilities, while maintaining an overview of precisely how customers use the products and services provided by Global-e. With proper analytics and reporting, TAMs can use that data to assist in enhancing the customer experience and customer satisfaction set forth by management.
The TAM role in Global-e offers a great chance for the right candidates to shape the relationship with Global-e’s most strategic customers and work alongside top management.
Responsibilities:
- Be responsible for a group of strategic merchants.
- Be the first escalation point for technical issues.
- Advocating for the customer internally in Global-e, drive to customer satisfaction.
- Document and maintain internal knowledge related to merchant use cases and implementation.
- Ensure monitoring in place for merchant-relevant use cases.
- Manage periodic meetings with the merchants - go over open issues, incidents, and IRs.
- Join QBRs with the CSM and the merchants and present stats of merchant tickets and detailed status on high-profile issues.
- Analyze open cases and reported issues, look for ways to improve the service, and solve repeating issues for the customer.
- Train and advise customers on how to use the products effectively.
- Have periodic internal sync meetings with the CSMs about customers’ health and status.
- Help with leading RCAs and IRs.
- Conduct quarterly meetings with the product team to review the top 10 merchant main repeating production issues.
- Supporting merchants in preparing for major sales activities.
- 3+ years of experience in a customer-facing technical role (e.g., TAM, Solutions Engineer), experience with working with high-profile customers.
- Proven ability to build and maintain relationships with customers. Excellent customer service skills with a passion for customer satisfaction and success.
- Experience with troubleshooting tools, SQL and log analysis
- Proficiency in data analysis tools and techniques.
- Excellent verbal and written communication skills and ability to maintain conversations with customers in a diplomatic and goal-focused manner.
- Ability to monitor customer activity and create reports.
- Ability to learn new software tools on the job, and the ability to provide customer training on those tools
- Strong presentation skills; comfortable engaging with executive-level clients.
Skills Required
- 3+ years of experience in a customer-facing technical role
- Experience with high-profile customers
- Experience with troubleshooting tools, SQL and log analysis
- Proficiency in data analysis tools and techniques
- Excellent communication skills
- Ability to create reports based on customer activity
- Ability to train customers on new software tools
- Strong presentation skills
What We Do
Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. The chosen partner of hundreds of retailers and brands across the United States, Europe and Asia, Global-e makes selling internationally as simple as selling domestically. With Global-e, retailers and brands can increase international traffic conversion and grow sales by offering customers in over 200 destinations worldwide a seamless localised shopping experience. Our end-to-end e-commerce solutions combine best-in-class localisation capabilities, big-data best-practice business intelligence models, streamlined international logistics and vast cross-border experience, enabling online retailers to sell to and from anywhere in the world and seamlessly expand their brand worldwide. Operating from ten offices worldwide, our people play the key role in our success, and we are always looking for more driven, talented and ambitious individuals to join our growing international family. Check out our open positions at https://www.global-e.com/careers/
