About the job
Join Pressable as a Senior Technical Account Manager and play a crucial role in enhancing our post-sales strategies. In this pivotal position, you'll collaborate closely with our leadership team to manage a portfolio of high-value accounts while developing standardized playbooks to scale our Technical Account Management team.
As the primary technical liaison for your assigned accounts once they are live on Pressable, you will oversee their successful onboarding, ensure optimal platform health, and address any performance issues to foster long-term retention.
This role is focused on post-sales activities, partnering with Sales on renewals and expansion conversations within existing accounts. You will primarily concentrate on customers who have already chosen Pressable, ensuring their continued success on our platform.
Key responsibilities include:
- Managing the technical relationship for a designated portfolio of accounts, serving as their primary point of contact from go-live onwards.
- Guiding new customers through the onboarding process, utilizing documentation from the Solutions Engineer to facilitate a seamless transition to Pressable.
- Conducting regular Business Reviews (QBRs) to assess platform health, performance trends, and strategic opportunities.
- Monitoring customer health signals proactively and intervening to prevent escalations or churn risks.
- Acting as the primary technical escalation path, managing complex issues while coordinating with Support and Engineering.
- Enhancing WordPress platform health through performance audits and tailored recommendations.
- Identifying expansion opportunities within your existing portfolio and collaborating with Sales on account planning.
- Providing technical guidance to help customers improve their WordPress solutions on Pressable.
- Gathering and sharing structured customer feedback with Product and Engineering teams.
- Maintaining detailed records of customer interactions and technical issues.