Un(e) gestionnaire de compte technique

Technical Account Manager

Helpshift bridges the gap between traditional customer service channels, such as email and phone support. Through Helpshift's AI-powered customer service platform, businesses can solve problems more efficiently, increasing customer satisfaction in the process. Companies like Tencent, Supercell, Square, and hundreds of other major brands use the Helpshift platform to provide customer support primarily through messaging. Helpshift is installed on two billion devices worldwide and serves over 820 million active consumers monthly.

We are looking for a technical account manager to partner with our most important and strategic accounts, to ensure the retention of key accounts and to manage a team of customer success managers around the world. This person maintains relationships with key internal and external stakeholders. They are responsible for turning customers into long-term champions, by developing a product adoption strategy for their team, and providing best practices in activation and optimization, while delivering an impeccable customer experience throughout the process. Leading this team will challenge your ability to switch daily from high-level client strategy to tactical account escalations and retention opportunities. The ideal person is a client-focused strategist, eager to build and mentor a highly motivated team of customer success managers.

Establish strong relationships with executives and professional users, not only with Helpshift clients but also with internal teams of account management, sales, marketing, operations, product, and engineering.

Manage a team of customer success managers located in the United States, Middle East and Africa (MEA), and Asia-Pacific (APAC) regions to serve our enterprise and small to medium-sized business (SMB) and mid-market clients worldwide. Ensure overall client health and satisfaction in their portfolio.

Collaborate with the integration team, operations, and other relevant teams to manage all aspects of the standard and complete client lifecycle. Design scalable business strategy manuals and identify opportunities for strengthening our internal processes or increasing customer satisfaction.

Collaborate with engineering and product teams to advocate for customer needs based on profitability analysis and integrate the customer voice into the roadmap planning.

Collaborate with support and engineering to manage and mitigate escalations, and plan major releases.

Collaborate with internal teams, including account managers and the operations team, to create a strategy and manage major lifecycle events such as renewals, growth, roadmap planning, and beta launches, to support product adoption and business objectives.

In addition to managing the commercial evaluation process, you will lead them and work with account managers and / or operations managers to help clients define essential goals or other key performance indicators that will help them achieve their objectives, to promote feature adoption, ensure retention, and drive growth opportunities.

You will be the Helpshift product specialist from the professional users perspective, and become a trusted strategic advisor to each of the clients you are engaged with.

Help clients with their questions in all product areas and use your technical knowledge of the Helpshift platform to inform clients about best practices in configuration and integration of software development kits (SDKs).

Respond to client requests within 12 to 24 hours (by priority level) and, as needed, to highly prioritized client requests during the day, evening, and weekend, when required.

You are a high-performing leader, with more than five years of experience managing a global team focused on customer engagements.

You have more than ten years of experience, including a minimum of three years of working with large enterprises or larger clients in strategy.

Experience in account management or customer success.

You are comfortable discussing technical concepts and possible solutions that generate client interest.

Willingness to travel domestically up to 25% of the time for strategic client engagements.

Great attention to detail and ability to solve complex, interdependent problems.

You are data-driven and leverage data to formulate strategic recommendations.

You adapt quickly and thrive in a dynamic, fast-paced, deadline-driven environment where flexibility and teamwork are essential.

You are comfortable working across time zones and the dynamic nature of changing priorities on a daily basis.

Phases of our recruitment process :

You send us your application including your CV.

After reviewing your application, we will invite you to an online interview via MS Teams with one of our recruitment specialists. This is an ideal opportunity to ask questions and get to know each other better. For some projects, there may be a second interview with a team leader or operations manager.

At the end of our process, we hope you will receive an offer and become a new member of our team!

Our recruitment process is entirely online and remote. We consider every application and evaluate each person individually. Our recruitment team will contact you again as soon as they can inform you of the status of your application. If you wish to join our team, we strongly encourage you to apply.

Mastery of English (communication with clients and global team members), both written and spoken.

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