Senior Technical Account Manager

SHIELD is a device-first risk intelligence company. We are dedicated to helping organizations worldwide eliminate fake accounts and all malicious activity. Leveraging AI, we identify the root of fraud with the SHIELD Device ID and provide actionable risk intelligence in real time, helping all online businesses stop fraud, build trust, and drive growth. With offices in San Francisco, Miami, London, Berlin, Jakarta, Bengaluru, Beijing, and Singapore, we are rapidly achieving our mission - eliminating unfairness to enable trust for the world.

Responsibilities

As a Technical Account Manager, you will be the expert in our solutions and a trusted advisor to our clients. You will be responsible for maintaining and strengthening client relationships, as well as supporting clients through the implementation of SHIELD’s solutions. You will work closely with the team to provide high quality service and support, such as technical consultation and quick troubleshooting.

• Advise on technical support and product adoption for clients in line with pre-sales, post-sales and the renewal processes
• Work closely across the different teams in SHIELD to provide prompt and professional troubleshooting for any technical challenges faced by clients
• Ability to stand in the client's shoes and dedication to drive high level of client satisfaction
• Perform regular technical account reviews, product trainings and on-site visits to provide insights and analytics for clients
• Assist clients in their upgrades and migration by providing technical support to ensure long-term success
• Be the trusted technical advisor our clients seek and work with the SHIELD product and engineering teams to manage clients’ feature request prioritization
• Pro-actively advocate for SHIELD’s product adoption by identifying opportunities in which our product can better fit with clients’ needs and technology

Requirements

• Minimum Bachelor’s degree in Computer Science, Computer Engineering or related field
• Minimum 7 years of Technical Account Management, Sales engineering or Support engineering experience in the B2B enterprise Software / SaaS / payments industry
• Good knowledge in HTTP, JavaScript, RESTful APIs, JSON, OAuth and SQL
• Strong customer focus with an ability to manage multiple priorities and perform in a fast-paced work environment
• Excellent written and verbal communication skills to effectively communicate and present technical concepts to both technical and business audience