Technical account manager

Writer - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

101-250 employees

Professional, Scientific, and Technical Services

About the position

As a Technical Account Manager at Writer, you will partner with customers to create customized solutions that enhance their business needs, focusing on the deployment of AI applications and workflows. Your role is pivotal in increasing customer engagement and satisfaction by leveraging technical expertise to support the adoption of Writer's generative AI platform. You will collaborate with account partners to ensure successful implementation and value realization for our largest clients.

Responsibilities

• Support Customer Success and Account Management team with an assigned group of customers.
• Scope use-cases that need to be supported by a customized solution and validate technical feasibility.
• Own the implementation of solutions based on customer needs.
• Create custom templates and deploy Knowledge Graph capabilities for customers.
• Act as the technical resource for customers to leverage APIs.
• Communicate limitations and propose solutions, including scope, resource needs, and timelines.
• Develop and maintain a deep understanding of Writer solutions and the AI landscape.
• Work closely with Engineering to QA outputs from implementations and iterate for optimal results.
• Develop new processes and workflows to reduce time to value for customers.
• Ensure collateral, documentation, and processes support customer technical integration needs.
• Communicate customer feedback to Product and Engineering teams for product enhancements.

Requirements

• 5+ years of technical roles in SaaS, including 3+ years in solutions architect or technical account management.
• Experience managing a customer book of business.
• Experience working with Fortune 500 customers in a high growth, B2B SaaS environment.
• Familiarity with generative AI and prompt engineering is a plus.
• Experience working with APIs.

Nice-to-haves

• Proficiency in Python.
• Excellent communication skills to translate complex technical concepts for non-technical audiences.
• Ability to lead discovery sessions with stakeholders up to the CIO level.
• Business outcome-oriented with a focus on delivering meaningful results.
• Strong problem-solving skills to identify and resolve issues collaboratively.
• Experience collaborating with account teams to drive custom results.

Benefits

• Generous PTO, plus company holidays.
• Medical, dental, and vision coverage for you and your family.
• Paid parental leave for all parents (12 weeks).
• Fertility and family planning support.
• Early-detection cancer testing through Galleri.
• Flexible spending account and dependent FSA options.
• Health savings account with company contribution.
• Annual work-life stipends for home office setup, wellness, and learning.
• Company-wide off-sites and team off-sites.
• Competitive compensation, company stock options, and 401k.