Technical Account Manager H/F Didomi

Détail du poste

We are looking for a Technical Account Manager to provide hands-on technical services to our Enterprise customers by supporting, developing and providing guidance over Didomi's Privacy Suite and available features. A Technical Account Manager creates added value as an expert and trusted advisor for how compliance translates to business value while keeping technical performance and constraints in mind.
Working with the presales, product and engineering teams to evaluate use cases' feasibility on premium features, CMP integrations and PMP integrations or style custom development(s)Ensuring technical calls punctually or regularly, and email follow-up for customers having subscribed to dedicated premium support, and work closely with their account management team to keep them satisfied
The key responsibilities are listed below :
Handling enterprise customer relationships and technical advisory :

- Acting as the main technical point of contact for key enterprise clients
- Building strong, long-term relationships with technical stakeholders
- Advising on implementation, adoption, and optimization of Didomi's solutions
- Representing customer needs and constraints internally to ensure satisfaction and retention

Handling presales and technical feasibility evaluation :

- Working with the presales, product and engineering teams to evaluate use cases' feasibility on premium features, CMP integrations, PMP integrations or style custom development(s)

Handling premium support and customer follow-up :

- Ensuring technical calls punctually or regularly for customers subscribed to premium support
- Following up via email with clear, structured updates and action plans
- Collaborating closely with account management to maintain customer satisfaction and alignment

Handling custom development for PMP integrations, PMP mockups and widgets styles & CMP integrations :

- Feasibility research
- Writing specs and providing information to the account manager(s) for them to define a quotation
- Developing the solution
- Documenting the solution so that IT can BE maintained and/or re-used more easily

Helping with customer care and technical support internal operations :

- Maintaining the internal extension and sandboxes
- Developing (new) tools to improve our daily tasks and workload
- Working with the head of care and support, team lead and teammates to automate repetitive or low-added-value tasks
- Helping the technical support team (and customer care) debug complex tickets

Working with internal teams, mainly product and engineering to :

- Provide feedback about the customers' use cases and main pain points
- Help, communicate and fix customers' issues

What your job won't BE :

- Redundant tasks and missions because each customer is unique and so are their use cases
- A global account management position (Handling invoices, contracts questions etc. as customers do have account managers)
- A responsibility to do IT all (IT is not because customers are willing to pay that you'll develop a solution)

Profile :

- You have a solid technical grounding and hands-on experience in front and/or backend technologies
- You are comfortable using JavaScript/TypeScript (web) or Swift/Kotlin (mobile) to develop custom solutions for our customers
- You are comfortable using tools like Postman (REST API debugging), browser dev tools, and basic scripting to test and debug integrations
- You can vulgarize technical matters and adapt to your interlocutors
- You can get to the why and final use case behind customers' requests to come up with solutions
- You are customer-focused and have experience turning their needs into effective technical solutions
- You can prioritize customers and liaise with their account management team
- You have excellent English & French level both written and spoken

Nice to have :

- Cloud storage knowledge or experience
- Marketing tools consents and preferences knowledge or use cases
- Ability to teach your teammates or customers and share knowledge either through documentation or training

Recruitment process :

- HR Screen to assess your motivations and understanding of the position
- Technical test to assess your technical skills and capabilities to find solutions and solve problems
- Interview with the hiring manager to assess hard and soft skills for the position
- Final interview with a founder to assess your capacity to handle large technical customers