Technical Account Manager, Scale

WHY WE'RE LOOKING FOR YOU:

Over the past year, our business has been expanding at breakneck speed and we’ve been taking on more, and larger, customers. We’re looking to grow our post-sales team to partner closely with our strategic customers and help onboard them to the Retool platform. The ideal candidate for this role should be able to think about the growth strategy of an account and work with our customers through the technical details of deploying Retool at scale. If you love engineering but want to be customer-facing while solving complex problems, this is the role for you!

WHAT YOU'LL DO:

Technical Account Managers at Retool are pivotal in ensuring the technical success of our most strategic accounts. With a deep understanding of our product and a passion for problem-solving, TAMs work closely with our customers to ensure they get the most out of Retool. From onboarding to identifying new use cases, teaching best practices, and addressing technical challenges, TAMs are the go-to technical experts for our customers.

WHO YOU'LL WORK WITH:

As a TAM, you'll collaborate with a dedicated team, including account executives, professional services, sales engineers, and support engineers. Together, you'll work to ensure that customers are healthy and receiving value from their investment in Retool.

WHAT YOU'LL DO:

• Serve as the primary technical liaison for assigned key accounts and ensure they grow their usage of Retool and its impact on their business.
• Establish regular touchpoints to review customer usage, health, and expansion opportunities.
• Demonstrate in-depth knowledge of the account, including project management aspects such as organizing information about customer key stakeholders, goals, open/action items, risks, and dependencies.
• Document customer use cases and success stories for case studies, testimonials, and EBRs.
• Advocate for the needs of our customers within Retool, ensuring their feedback shapes our product evolution.
• Present technical content, such as sample apps, demos, and our product roadmap to diverse audiences, from engineers to C-suite executives.
• Organize hackathons and workshops to build developer mindshare and drive adoption at our accounts.
• Address technical challenges in Retool by providing solutions directly or coordinating with our product engineering teams.
• Identify and address barriers hindering customers from fully adopting Retool, using a mix of content, education, and training.
• Continuously evolve and improve customer engagement by contributing to our post-sales processes and resources.
• Contribute to the growth and development of the TAM team by participating in the hiring process.

THE SKILLSET YOU'LL BRING:

• 2+ years in a technical customer-facing role like Solutions Architect, Customer Success Engineer, Implementation Consultant, or Support Engineer.
• Computer Science degree or experience building applications with SQL, Javascript, and APIs.
• Familiarity with both front-end and back-end development concepts.
• Ability to navigate and solve open-ended technical challenges in dynamic environments.
• Proven capability to address technical concerns and provide solutions in real-time customer discussions.
• Experience cultivating strong, trust-based client relationships through consistent, proactive outreach and guidance.
• Proven ability to anticipate customer needs and address account risks or opportunities.
• Exceptional written and verbal communication skills.