Strategic Technical Account Manager

Strategic Technical Account Manager

As a Strategic Technical Account Manager, you'll lead our mission to enhance customer experiences, build lasting partnerships, and seamlessly integrate LaunchDarkly into their existing processes and practices. You'll collaborate with clients to address technical challenges, align LaunchDarkly with their goals, and create tailored Success Plans. Your role includes optimizing their use of LaunchDarkly, finding innovative integration opportunities, and advising new business units on effective strategies. You'll work closely with our Revenue Account Team to drive mutual value and build strong relationships, promoting the advanced use of LaunchDarkly in existing accounts and expanding our networks.

Responsibilities :

• Trusted Advisor : You understand our customers like no other. A proven track record of uncovering and managing top-line corporate objectives. Your technical expertise in the DevOps space allows you to drive more holistic conversations with the clients toward more comprehensive solutions. Armed with that information, you're able to provide frameworks and guidance on change management which get them to consider additional core services that fit their overall business goals and guide them towards a more advanced and valuable implementation of LaunchDarkly.
• Expand Your Network : Driving the optimal experience for our customers requires working closely with our counterparts at technical partners being leveraged by our clients. The better together conversation drives a much more comprehensive solution for our customers and can reduce the change management burden immensely.
• Detect and Diagnose Risks and Develop Plans : You'll work to proactively identify and diagnose risks that may inhibit a customer's success and work with the account management team to get the customer back on track. You'll identify possible churn or contraction risk early and work with the wider account and renewal management team on revenue forecasting and mitigation plans.
• Prescriptively Sell : Evaluate and analyze customer needs and regularly, maintaining a pulse on how our customers are tracking against their key goals and outcomes. You will identify opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution.
• Plan Successful Onboarding and Adoption with Prospective Customers : You will meet with customers late in the sales cycle in order to familiarize yourself with their goals and collaborate on a prescriptive success plan that will maximize their time-to-value with LaunchDarkly. Our team works across numerous client stakeholders and is responsible for simplifying the plan to meet all parties' needs in our largest customers.
• Own the Onboarding Process for New Customers : You will shepherd in new customers from the sales handoff until we've met our obligations during the onboarding period. You will educate customers on how to use LaunchDarkly to get the most value and success while adhering to best practices and guiding principles. The goal is to shorten the time to value through successful onboarding!
• Document : As your customers successfully onboard and adopt our platform, you'll be responsible for documenting the process so that we can validate our success with key stakeholders, demonstrate real value, and expand our influence in partnership with our internal counterparts.
• Build Champions & Executive Relationships : You will identify & support key advocates within the organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you're able to leverage success metrics & value-driven insights to gain sponsorship at an Executive level. To excel in this area, you should have experience working closely with both internal and external executives and carry an executive presence.

About You :

Qualifications :

Target pay ranges based on Geographic Zones

LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location.

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.

The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by :