Braze
Where your passion is welcome and your impact is real.
San Francisco, CA

Technical Success Manager

Sorry, this job was removed at 12:04 p.m. (PST) on Wednesday, April 14, 2021
Find out who's hiring in San Francisco.
See all Cybersecurity + IT jobs in San Francisco
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Seamless, HBO, Disney, Urban Outfitters, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.

Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019 and the Forbes Cloud 100. The company has also been selected as one of Inc. Magazine’s Best Places to Work (2019 and 2020), and Crain's Best Places to Work in NYC (2019 and 2020).

WHAT WE'RE LOOKING FOR

As a Technical Success Manager / Technical Account Manager you will serve as a partner for the Customer Success Team owning the ongoing technical relationship throughout the customer lifecycle. This role will serve as a trusted technical advisor responsible for defining the Braze technology strategy for our clients and helping them achieve strong technical use of the Braze platform. 

Your focus will be to drive adoption on campaign and reporting deployments of Braze’s product and act as the technical counterpoint between Braze and the client’s product and engineering team. You’ll work to partner and serve as the Technical Subject Matter Expert to support the Customer Success Organization. You will help coordinate post-implementation technical collaboration with Integration and Technical Support for customer issue troubleshooting. You’ll be responsible for rapidly understanding each customer success engineering request from a product SME, business, and technical requirements to drive adoption and ultimately contribute to retention and expansion in the customer lifecycle.

You’ll partner and work off a Success Engineering project based queue and named accounts specific to our enterprise servicing tier of customers that have enterprise organizational structures and architectures -- with the objective of enabling Braze adoption, partnering and empowering long-term value alongside Customer Success Managers.

This is an opportunity to bring your experience as a product and implementation expert, business analyst, technical support solutions, and customer success professional along with a high level of product and technical competence, delivering onsite engagements and training towards adoption.

WHAT YOU'LL DO

  • You’ll be responsible for client success, partnering with the Customer Success Team, to own the technical relationship for assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity of the Braze platform for these customers. 
  • Help customers successfully instrument Braze across their stack and refine that instrumentation over time as the use of Braze matures and becomes even more impactful for those customers
  • Facilitate and support product functionality inquiries, recommend solutions, and technical aspects of customer ongoing lifecycle to contribute to renewals and upsell opportunities
  • Support and advocate day-to-day inquiries and requests to support efficiency and value in the use of Braze in the ongoing customer lifecycle
  • Empower customer product and engineering teams to use our product independently and efficiently as possible.
  • Communicate with customers and internal teams to explain products and adoption deployment schedules
  • Document technical requirements, create content, estimate schedules and timelines, goals/metrics, and customer objective key results and outcomes
  • Conduct validation for product use-cases and technical feasibility for product launch
  • Engage with customer marketing, product, and engineering teams to understand their goals for using Braze and how the platform will fit into their tech stack
  • Work off a queue of Success Engineer requests to effectively track the differing types of CSM needs, enablement opportunities, measure effectiveness and efficiency, and insights for contributions to technical development role practice at Braze
  • Contributes to the design of technical and product adoption plans and scopes of work in partnership with the customer to suit their marketing requirements.
  • Coordinate technical effort by Braze resources (Technical Support, Engineering, Product Management) to handle technical issues reported by customers
  • Serve the Customer Success Organization by tackling day-to-day technical solution needs and responsiveness for functional product and technical use cases partnering with CSMs

WHO YOU ARE

  • 3-5 years account management experience in a related area such as Implementation, Technical Support and/or Customer Success for a technical product offering serving Enterprise/Strategic accounts
  • 3+ year technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API's or Programming
  • At least 2 years experience in a customer facing role with demonstrated examples of significant customer communication and coordination efforts
  • You are an excellent communicator (written and verbal skills), able to take complex technical ideas and translate them to non-technical stakeholders to achieve the desired outcome
  • Able to work successfully under pressure in a face-paced, dynamic environment
  • You are a natural problem solver, with a high level of intellectual curiosity
  • You are a team player: you work well with internal stakeholders (Solutions Architects, Customer Success Managers, Technical Support, Braze executives) as well as external stakeholders (technical resources, project management teams, customer executives)
  • You are not afraid to commit to significant projects and you have demonstrated experience delivering on those commitments
  • You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
  • You like to build sustainable, lasting relationships with key stakeholders at customer accounts - helping that team achieve results that wouldn’t be possible without you
  • You see opportunity and growth in learning more about what you do and how it impacts others

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.

See More
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Braze Perks + Benefits

Braze Benefits Overview

Our health, dental, and vision plans are among the best out there — a happy team member is a healthy one. Our flexible time-off policy lets you balance your work and life in the way that suits you best, and includes paid parental leave. Globally, we support you as you plan for your future, through regionally tailored programs like 401(k) matching through Betterment in the US. When it comes to snacks in the office, we've got you covered — and lunch is on us every single day. When it comes to engaging in the community, we take it seriously. Each year we send team members to conferences around the world to engage with the developer community and learn the latest and greatest updates in all of the technologies we use. And lastly, we support your professional growth through formal career pathing, the Braze University learning platform, and ongoing enablement to foster success. Want more? Further your education with tuition reimbursement.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Team based strategic planning
Open office floor plan
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

More Jobs at Braze

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about BrazeFind similar jobs like this