Job
Description
ABOUT THIS ROLE As a Technical Account Manager at Kibo, you will be the go-to technical expert for customers, guiding them through setup, troubleshooting, and optimization to ensure they get the most out of Kibo s products. You will bridge the gap between the customer and internal teams, manage technical issues, and provide proactive advice to prevent future problems. ABOUT KIBO Kibo s expertise and cutting-edge innovation has been recognized by Forrester, Gartner, Internet Retailer, and TrustRadius, and was cited as a Strong Performer in The Forrester Wave : Order Management Systems, Q2 2023, and named a leader in The Forrester Wave : B2C Commerce Solutions, Q2 2022. By joining Kibo, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support Kibo s commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. If you re seeking a unique challenge with amazing growth potential, then come work with us! WHAT YOU LL DO Act as the main technical point of contact for key strategic customers, bridging communication with internal teams Guide customers on product adoption and use,, and troubleshooting to maximize performance Manage critical technical issues by working with engineering, support, and product teams for quick resolution Conduct regular check-ins to assess performance, address risks, and recommend optimizations Build strong product knowledge to advise on best practices and custom configurations Collaborate with Customer Success and Sales to support customer satisfaction, renewals, and growth Develop technical documentation, training, and onboarding resources to support customer understanding Monitor customer usage to proactively identify trends or potential issues Advocate for customer needs and feedback to influence product improvements WHAT YOU LL NEED 2-3 years of experience in technical account management or closely related experience in eCommerce, Order Management, or related SaaS industry Strong technical knowledge with a background in the Commerce industry, encompassing cloud infrastructure, REST APIs, and frontend technologies such as NextJS and JavaScript (or similar). Excellent problem-solving skills and ability to manage complex technical issues with customers Clear communication skills and the ability to simplify technical concepts for non-technical audiences Ability to build high-trust relationships with both customers and internal teams Experience collaborating across departments (engineering, product, support) to address customer needs Strong organizational skills and the ability to manage multiple accounts and priorities Proactive mindset with the ability to anticipate customer needs and prevent issues before they arise Previous experience of growing customer adoption and preventing customer churn KIBO PERKS Flexible schedule and time away programs Paid company holidays and global volunteer day Generous health, wellness, and benefit programs Opportunity for impact, rapid career growth, and intellectual stimulation Passionate, high-achieving teammates excited to help you succeed and learn Company events and other activities
