Technical Account Manager

Emarsys - Indianapolis, IN

Full-time - Mid Level

Indianapolis, IN

1,001-5,000 employees

About the position

The Technical Account Manager at Emarsys plays a crucial role in driving client adoption of the Emarsys platform, acting as an expert authority and thought leader within the Client Services organization. This position involves analyzing client requirements, monitoring platform usage, and providing personalized technical guidance to enhance customer engagement marketing. The role requires collaboration with Client Success Managers and internal teams to ensure clients maximize their investment in the platform, ultimately contributing to churn reduction and improved business results.

Responsibilities

• Collaborate with assigned CSM to discover, assess and understand customer marketing objectives, mapping those back to Emarsys solutions.
• Understand the technical impact of a customer's custom developed solutions or integrations and how this may impact future projects.
• Monitor client adoption and usage of the platform and services, proactively identifying potential areas of concern.
• Use knowledge of digital marketing best practices to collaborate with customers on developing a personalized adoption roadmap.
• Participate in client meetings to drive adoption and solution-driven discussions, perform roadmap presentations, and deliver technical guidance.
• Understand changes in client requirements and coordinate between the client, implementation, and product teams.
• Liaise with internal Professional Services Teams on complex projects to ensure smooth handover to implementation teams.
• Translate functional and non-functional requirements into a solution design document, requiring a strong understanding of the customer's existing solution architecture.
• Act as the technical liaison between the customer and support to facilitate efficient resolution of technical support issues.
• Translate Strategic Services marketing objectives into actionable adoption/roadmap deliverables for the customer.
• Stay up-to-date on new releases/product launches and industry trends/updates.

Requirements

• Strong technology skills with the ability to perform complete product demonstrations and discuss technical topics such as data integration and XML APIs.
• Hands-on knowledge of database structure and software architecture.
• Experience in the online marketing space.
• Customer-facing experience in a technical role.
• Strong business requirements analysis skills.
• Client advocate for product enhancement processes.
• Strong project management, communication, and problem-solving skills.
• Comfortable in a fast-paced, high-growth environment.
• Positive attitude and confidence in presenting to large groups.
• Proficiency in local language and English is a prerequisite.
• Process and task-oriented; very organized and diligent.
• Self-motivated but able to work as part of a team.
• Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, PowerPoint).

Benefits

• 20 days of annual leave
• Attractive bonus structure
• Casual dress guidelines
• On-site gym