About the job
At Helpshift, we redefine customer service by bridging the gap between traditional support channels—like email and phone—and innovative AI-driven solutions. Our platform empowers companies to resolve customer issues with greater efficiency, enhancing overall satisfaction. Leading brands such as Tencent, Supercell, and Square leverage Helpshift to deliver messaging-first customer support. With our technology installed on over two billion devices globally, we engage with more than 820 million active consumers each month.
We are seeking a dynamic Technical Account Manager (TAM) to collaborate with our most significant and strategic clients. In this role, you will not only ensure the retention of key accounts but also lead a globally dispersed team of Customer Success Managers. You will cultivate relationships with pivotal stakeholders both internally and externally, transforming customers into long-term advocates for our products. You will develop product adoption strategies, implement best practices for enablement and optimization, and maintain an exceptional customer experience at every stage. This position will challenge you to seamlessly transition from high-level customer strategies to tactical account management and retention initiatives on a daily basis. The ideal candidate is a customer-focused strategist, passionate about building and mentoring a team of highly driven CSMs.
Key Responsibilities
- Forge strong relationships with executives and business users, not only within Helpshift's client base but also across internal teams, including Account Management, Sales & Marketing, Operations, Product, and Engineering.
- Oversee a team of Customer Success Managers across the US, EMEA, and APAC, ensuring the health and satisfaction of our Enterprise, SMB, and mid-market clients worldwide.
- Work closely with the Onboarding and Operations teams to manage all elements of the customer lifecycle, creating scalable playbooks and identifying opportunities to enhance internal processes and client satisfaction.
- Collaborate with product and engineering teams to advocate for client needs, presenting business cases and integrating the voice of the customer into roadmap planning.
- Partner with support and engineering teams to address and mitigate escalations while preparing for major product releases.
- Coordinate with internal teams, including Account Managers and Operations, to devise strategies and manage lifecycle events such as renewals, growth initiatives, roadmap planning, and beta launches to facilitate product adoption and achieve business objectives.