About the Role

With deep experience working with the world’s leading brands, our Technical Account Managers know how to build, implement and manage the kinds of sophisticated solutions that power the best digital marketing strategies in the world. They are adept at skillfully discerning customer needs and requests, getting to the heart of critical issues, and translating complex challenges into actionable strategies.

Our team has years of experience in tech, many of which have been devoted to understanding technology and driving results in the digital marketing space. We have been “behind the curtain” helping brands in every major vertical by developing examples, guiding advanced integrations, and building the expertise necessary to accelerate results and success. We are inquisitive, inclusive, and insightful, and are at our best when we lift each other up to achieve common goals. We value diverse input and are looking for a team member who wants to contribute to something spectacular. This is a fully remote role subject to Airship’s approval.

About You

You are passionate about the customer experience and technology, and can personally relate to a developer or product manager’s challenges. You help bridge the gap between technical and non-technical teams and frequently interact with development, product, marketing, and leadership contacts from our largest clients. You have a proven track record of successfully communicating with developers and effectively conveying complex technical topics to diverse audiences. You want to be the Airship product expert, understanding the client’s use-cases to help guide their technical teams toward continued success with Airship products and services.

What You'll Do

• Coordinate new customer activities with appropriate team members. Keep all parties apprised of customer requirements, deliverables, and timelines
• Act as a primary point of contact for customers, ensuring a high level of responsiveness if issues arise
• Provide metrics as established by department leadership to track and report customer activities and associated issues and/or opportunities for reporting to both customer and internal stakeholders
• Provide world-class support by taking ownership of customer challenges from initial contact to deployment
• Critically analyze and troubleshoot complex customer issues, assist with QA, and ensure that the customer understands any needed changes on their end
• Partner with the engineering and product teams to resolve customer issues, and develop new solutions
• Provide assistance writing documentation, knowledge-based articles, and tutorials to improve the customer experience of Airship products and services
• Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
• Interface with customers in the final stages of contracting with sales to gather, collect, and document technical, product, and contract requirements regarding their purchase(s) of Airship products
• Contribute to the development of Technical Account Management policies and procedures
• Provide proactive training, guidance, and support, demonstrating Airship's value

What We're Looking For

• 3+ years of technical client-facing experience
• Prior experience working directly with developers and engineering teams
• Strong critical thinking and problem-solving abilities, with a knack for identifying root causes and developing effective solutions
• Working knowledge of Linux and/or Mac OS X command line
• Able to read code and write code in Python, Java, Swift, or a similar object-oriented language
• Working knowledge of IDEs such as Xcode and Android Studio
• Knowledge of how to leverage APIs
• Able to handle a wide range of customer personas and skills sets during all phases of the customer lifecycle
• Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers in both English and Spanish, including the ability to translate technical concepts into clear, understandable language for both technical and non-technical stakeholders
• Outcome-based time management skills
• Ability to work collaboratively in a team environment while also working independently
• Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!

We'd Be Delighted If You Also Have

• Comfortable with iOS and Android mobile platforms and their development tools
• Experience with version control and systems like Github
• Experience in digital marketing solutions (mobile, web analytics, optimization, email, SMS); combined with SaaS product environment
• Skills with Apple Wallet, Android Pay or other Digital Wallet platforms
• Familiarity with Email and SMS terms, compliance and configuration
• Relevant industry certifications

Work Location & Travel Requirements

Airship’s ‘Digital First’ approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and timezones.

Some roles may require that employees perform their work from a specific location to support business activities, and/or be within proximity to an Airship office location or customer or partner locations, while other roles can be performed 100% remotely.

This position is fully remote and may require up to 10% travel based on business needs or as requested by your manager.

Compensation

Airship’s compensation is determined by a variety of factors including market data, business needs, and geography. Base pay is part of your total compensation package and is dependent on multiple factors, including: relevant skills, work experience, business priorities, market demands, and location.

The starting base pay range for this position is: $95,000 - $115,000 USD per year. Some roles may also be eligible for commission, bonus, or other performance incentives. Airship believes that employees should have the opportunity to benefit from value-creation, so equity is also offered with this role. In addition, Airship offers a robust benefits package as part of our Total Rewards approach to compensation.

California residents can view the CCPA disclosure notice here.

**Please Note: To ensure the security of your personal information, Airship will only contact candidates through email addresses ending with “@airship.com”.