Technical Account Manager

AutoRABIT Profile:
AutoRABIT was founded in 2015 to help organizations in regulated industries regain control of their Salesforce development processes and move toward continuous delivery of value to their customers and employees. Today, AutoRABIT’s suite of release management tools is the most comprehensive and secure on the market, and our customers are realizing the benefits of faster, more secure deployments in their Salesforce environments.

Key Responsibilities: 

• Develop a strong understanding of customers' business and technical objectives, environments, and use cases, and create strategic joint success plans with clear objectives, milestones, and measurable KPIs.
• Apply domain and technical knowledge, product best practices, and customer insights to understand customer workflows, identify technical challenges, recommend solutions, and proactively drive success plan goals.
• Drive the customer's P2V (Purchase to Value) journey, helping protect recurring renewal revenue and identifying opportunities to enhance Net Retention Rate (NRR).
• Ensure customers realize value from their AutoRABIT products by understanding their implementation, workflows, and technical use cases; promote license utilization and collaborate with cross-functional teams to drive adoption and successful renewals.
• Monitor product adoption, customer satisfaction, and overall health scores, contributing to the enhancement of future lifetime value.
• Drive new business growth by cultivating customer advocacy and reference-ability.
• Partner with Customer Support and Engineering to manage technical issues, enhancement requests, and escalations, helping customers understand root cause, resolution paths, and next steps.
• Guide customers through significant technical and service milestones, including upgrades, new releases, new features, and changes to their AutoRABIT implementation.
• Collaborate with customer-facing account teams, technical stakeholders, and teams across Sales, Support, Professional Services, Engineering, Renewals, and Partners to drive overall platform success.
• Use customer feedback, product usage insights, and technical observations to help shape the product roadmap and drive continuous product and service improvements.
• Responsibility to adhere to set internal controls.

Knowledge & Skills:

• Experience in a customer-facing technical role supporting cloud-based/SaaS technology and working with both business and technical stakeholders.
• Strong presentation and customer communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Ability to quickly understand and articulate technical architecture, product capabilities, customer workflows, and business requirements.
• Strong verbal and written communication skills, including the ability to document technical issues, recommendations, and customer action plans.
• Demonstrated empathy for customers and a passion for contributing to revenue and growth.
• Collaborative, persistent, analytical, and self-directed approach to problem solving.
• Working knowledge of Salesforce, JIRA, Git, and similar SaaS, development, support, or Customer Success platforms.
• Knowledge of the Salesforce platform and Salesforce development ecosystem, including concepts such as metadata, source control, deployments, release management, and CI/CD, is strongly preferred.
• Working knowledge of software development concepts, APIs, source control, CI/CD, release management, and cloud/SaaS architectures.

Qualifications:

• A bachelor's degree in a relevant field or equivalent practical experience.
• Demonstrated interest and ability in combining technical problem solving with customer relationship management.
• Previous experience in Technical Account Management, Customer Success, Solutions Engineering, Technical Support, Professional Services, Salesforce administration/development, DevOps, or a related customer-facing technical role is preferred.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job.  However, the description may not be all-inclusive, and responsibilities and requirements are subject to change. This role reports  to the Director of Customer Success. 

Must be a US citizen/permanent resident, and capable of obtaining a Government Security clearance if required and live in and work from the US. Green card holders qualify, but H1B or other work visa holders do not qualify for this role.

THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process.

The annual salary for this role is $80,000 - $90,000, depending on experience.