Technical Account Manager

About the Role

Key Responsibilities

• Own the ongoing technical relationship through the entire lifecycle of customers in your portfolio, collaborating closely with Customer Success and account teams.
• Serve as a trusted technical advisor, defining the Braze technology strategy for customers who have purchased the TAM premium service offering and helping them unlock value from the platform.
• Drive value, retention, and adoption of Braze's product through the customer lifecycle, acting as the technical counterpart between Braze and the customer's product and engineering team.
• Understand customer needs and proactively drive technical initiatives to help achieve their business goals.
• Manage a portfolio of enterprise and strategic accounts with complex organizational structures and architectures.
• Bring experience as a product and implementation expert, business analyst, problem solver, and customer success professional to deliver high-impact engagements.
• Partner with the Customer Success Team to own the technical relationship, drive technical adoption, and foster technical maturity.
• Help customers instrument Braze across their stack, refine instrumentation over time, and support renewals and upsells.
• Facilitate conversations about use cases, conduct discovery, and recommend solutions based on customer needs and architecture.
• Support and advocate for day-to-day inquiries, optimizing value through the customer lifecycle.
• Empower customer product and engineering teams to use the product independently and efficiently, providing enablement and education.
• Create solutions documentation, build architectural diagrams, and drive progress on technical work streams through project management.
• Validate product use cases and technical feasibility for product launches, translating customer requirements to Braze's Product team.

Requirements

• 3-5 years of client-facing experience as a TAM or in a related technical area such as Implementation, Technical Support, or Solutions Architecture for enterprise/strategic accounts.
• 3+ years of technical experience managing complex customer environments with strong product knowledge of SaaS, Mobile, API, or Programming.
• Excellent written and verbal communication skills, with the ability to translate complex technical ideas to non-technical stakeholders.
• A natural problem solver with high intellectual curiosity and teamwork skills.
• Ability to manage multiple priorities and work effectively under pressure in a fast-paced environment.
• Bilingual skills beyond English are welcomed but not required.

Nice to Have

• Bilingual skills beyond English that facilitate communication with a global customer base.

Qualifications

• Experience in Implementation, Technical Support, or Solutions Architecture for enterprise/strategic accounts.
• Technical knowledge of SaaS, Mobile, API, or Programming.

Benefits & Perks

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive benefits covering medical, dental, vision, life, and disability.
• Family services including fertility benefits and paid parental leave.
• Professional development with career pathing, learning platforms, and a yearly stipend.
• In-office community and team-building experiences.
• Opportunities to give back through Volunteer Week and donation matching.
• Employee Resource Groups providing supportive communities.