Senior Technical Account Manager

Amperity is more than just the leading customer data platform — THE PEOPLE bring energy, smarts, and experience from all different backgrounds, reflecting our commitment to diversity, equity, and inclusion. THE TECHNOLOGY is multi-patented, AI-powered customer data management software that we invented to help solve problems that have been frustrating consumer brands for years. THE OPPORTUNITY is to hitch your career to a rocket ship. We're addressing a critical market need: helping hundreds of leading brands make sense of massive amounts of transactional and engagement data so that they can understand their customers and provide experiences that delight while boosting revenue and moving the business metrics that matter. Come help us make it happen!

The Role

Amperity differentiates itself through a combination of our proprietary machine learning and AI technology, our rapid time-to-value, and our ongoing value creation in a post-implementation “run state” with our customers. As a Technical Account Manager, your role is to provide ongoing technical solutions and consultation to Amperity's Premium Services customers. By leading and driving technical solutions, you align them with the customer's value roadmap, leveraging your deep understanding of the Amperity product as well as your customers' unique datasets and businesses. Your primary goal is to drive the value they receive from the platform, ultimately leading to improved customer retention for Amperity.

Interesting Problems

• Program manage multiple, concurrent post-implementation engagements varying in complexity.
• Act as a trusted advisor, responsible for mentoring your customers to get the most out of our solution with a focus on product and business domain best practices, driving Amperity best practices, and sharing knowledge throughout the customer organization.
• Work closely with the customers to support them in using the platform through training as well as through regular interactions post-implementation.
• Understand your customers from business and strategic perspectives - know their business, know their industry, and develop an understanding of Amperity’s value proposition within this context across our client base.
• Understand your customers from a practitioner’s perspective - what does their day look like, what systems and technologies do they use, what are their pain points, and how can Amperity’s solution drive the most meaningful results.
• Unpack client use cases and develop alignment between use cases and overall client business goals and strategy.
• Manage internal and external stakeholders by facilitating communication and stakeholder engagement to ensure a shared understanding of business objectives, goals, requirements, and progress.
• Be a trusted coordinator for the Premium Services account team working day to day with our customers, which may include coordinating and overseeing cross-functional initiatives.
• Collaborate with your Premium Services account team on technical needs to ensure deliverables are executed accurately, on time, and on budget. You will also contribute to benefit, lift, and ROI messaging to the customer through data analysis and technical reviews.
• Responsible for addressing immediate customer needs, which may include data investigation and workflow management through the platform.
• Ensure appropriate responses and timeliness resolutions on escalations through coordination with Support, Product, Engineering, & Client Services Management.
• Participate in or provide product enhancement requests and feedback.
• Be an advocate for your client base across the organization – work with Client Services Management, Product, and Engineering to ensure the Amperity solution is built to be well-aligned with client needs and goals. 

About You

• Care deeply about issue ownership; operating at the level of concern and commitment you would expect from the customer themselves.
• 4-6 years of experience supporting clients technical issues for a SaaS product.
• Build strong relationships with the customers in which you support.
• Client-focused attitude.
• Ability to communicate and present effectively over the telephone, via web-based presentations, and/or in person.
• Excellent organizational skills and ability to multi-task across multiple streams of work.
• Proactive, resilient, and resourceful when solving complex problems.
• Excellent communication, listening, presentation, and writing skills.
• Ability to work well with others in a high-pressure environment.
• Background in technical consulting, solution delivery, or similar roles.
• Experience with managing stakeholders across various levels and functions.
• Proficient in SQL. Ability to construct repeatable SQL queries from scratch.
• Strong data analysis skills. Ability to dig into customer data and extract insights for stakeholders.
• Passionate - you have a passion for diving into real customer data to solve real customer problems.
• Organized - you have a natural ability to prioritize and you never drop the ball.
• Adaptable - you collaborate on design, architecture, and strategy, while not afraid to get into the technical details when needed to drive quality deliverables.
• Gritty - you can pick yourself up, and keep driving towards your vision.
• Knowledge of Marketing Technology stack - a distinct plus.
• Understanding of change management processes and methodologies - a distinct plus.

Location

New York, NY

Compensation 

Base Salary:  $112,000 - $150,000. Within our pay range, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training. 

Cash Incentives: Cash incentives are also available.

Stock Options:  The opportunity for ownership is an exciting part of Amperity’s total compensation package. Every employee at Amperity receives a new-hire equity grant, commensurate with the scope of their position.

Benefits

We offer all the benefits you'd expect from a great place to work: 100% employee healthcare coverage, transportation subsidies, a comfortable work environment with plenty of snacks, and other employee experience perks like events and activities, both in-person and remote. We also offer self-managed PTO and the flexibility to do your best work in the way that works for you. We provide an inclusive environment where you'll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence. For more details on our benefits, please see our US Benefits & Perks Guide.

Amperity is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.