Technical Account Specialist

About the Role

client-facing support

Key Responsibilities

Client-Facing Support:

• Partner with CSMs and Account Executives to understand customer needs and technical requirements
• Provide guidance on integrations with APIs, webhooks, and internal systems
• Troubleshoot and resolve technical issues impacting adoption or renewals

CS Operations & Analytics:

• Build and maintain dashboards and reports on customer health, adoption, usage trends, churn forecasts, and other key metrics
• Analyze data to identify patterns, provide actionable insights, and support decision-making for CSMs and leadership
• Own or co-own CS tools (e.g., Gainsight, Totango, ChurnZero), CRM usage (Salesforce, HubSpot), integrations, automations, and data hygiene
• Recommend and implement process improvements to optimize workflows across Customer Success, Sales, and Support

Renewals & Expansion Support:

• Partner with CSMs on renewals and expansion opportunities, providing technical guidance and operational support
• Participate in Executive Business Reviews or regular account check-ins to drive customer value

Technical Escalation & Collaboration:

• Serve as an escalation point for complex technical issues
• Collaborate with Support, Product, and Engineering to resolve high-priority incidents
• Document solutions, workarounds, and best practices in the Knowledge Base

What You’ll Bring

Required:

• Experience in Technical Account Management, Customer Success Operations, Solutions Engineering, or Implementation for B2B SaaS
• Strong experience with CS tools, CRM platforms, dashboards, and reporting (e.g., Gainsight, Totango, Salesforce, Metabase, Looker)
• Skilled at data analysis, reporting, and generating actionable insights
• Understanding of APIs, webhooks, and common data formats (JSON, CSV, XML)
• Excellent written and verbal communication, capable of explaining complex concepts to technical and non-technical stakeholders
• Strong problem-solving mindset and operational focus

Nice-to-Have:

• Experience in logistics, supply chain, or SaaS operations
• Familiarity with SQL or scripting (Python/JS) for dashboards, reporting, or data validation
• Experience with automation and integration tools (Zapier, Workato, etc.)