Technical Account Manager

Amperity is more than just the leading customer data platform — THE PEOPLE bring energy, smarts, and experience from all different backgrounds, reflecting our commitment to diversity, equity, and inclusion. THE TECHNOLOGY is multi-patented, AI-powered customer data management software that we invented to help solve problems that have been frustrating consumer brands for years. THE OPPORTUNITY is to hitch your career to a rocket ship. We’re addressing a critical market need: helping hundreds of leading brands make sense of massive amounts of transaction and engagement data so that they can finally know who their customers are and how to provide the kinds of experiences that delight consumers and move the business metrics that matter. Come help us make it happen!

Amperity differentiates itself through a combination of our proprietary machine learning and AI technology, our rapid time-to-value, and our ongoing value creation in a post-implementation “run state” with our customers. As a Technical Account Manager,  you will provide ongoing technical solutioning and consultation for Amperity’s Premium Services customers - those who elect our highest level of ongoing service - with the ultimate goal of driving the value they get out of the platform, and in turn driving Amperity’s customer retention.

You will be a trusted advisor responsible for mentoring your customers to do things more efficiently with our solution with a focus on product and business domain best practices, driving Amperity best practices and sharing knowledge throughout the customer organization. You will also be a trusted coordinator for the Premium services account team working day to day with our customers.

The scope of services you will provide to Premium Services customers consists of a broad set of platform management tasks, which you will perform on your customers’ behalf, leveraging a deep understanding of the Amperity product and your customers’ unique datasets and businesses. These tasks include ingesting new datasets, stitching, updating databases, creating queries, performing QA, as well as analyzing and determining benefit, lift, and ROI messaging to the customer.

You will also work closely with customer stakeholders to support them in their own operation of the platform, through training as well as through regular interaction in the run state, and quarterbacking escalated technical issues in collaboration with our support teams to deliver timely solutions.

You will coordinate with  Support, Product, Engineering, & Client Services Management to ensure appropriate responses to your customers’ needs.

• Provide Premium Services to a specific set of customers who have elected to pay for this service as incremental to pooled support
• Advocate for product changes and features that would simplify engagements and save us and customers time or money
• Program-manage multiple, concurrent post-implementation engagements varying in complexity
• Understand your customers from business and strategic perspectives - know their business, know their industry, develop an understanding of Amperity’s value proposition within this context across our client base
• Understand your customers from a practitioner’s perspective - what does their day look like, what systems and technologies do they use, what are their pain points, and how can Amperity’s solution drive the most meaningful results
• Unpack client use cases and develop alignment between use cases and overall client business goals and strategy
• Be an advocate for your client base across the organization – work with Client Services Management, Product, & Engineering to ensure the Amperity solution is built to be well-aligned with client needs and goals. 

• Care deeply about issue ownership; operating at the level of concern and commitment you would expect from the customer themselves.
• Build strong relationships with the customers in which you support.
• Client-focused attitude.
• Ability to communicate and present effectively over the telephone, via web-based presentations, and/or in person.
• Excellent organizational skills and ability to multi-task across multiple streams of work.
• Proactive, resilient, and resourceful when solving complex problems.
• Excellent communication, listening, presentation, and writing skills.
• Ability to work well with others in a high-pressure environment.
• Background in technical consulting, solution delivery, or similar roles.
• Experience with managing stakeholders across various levels and functions.
• Proficient in SQL. Ability to construct repeatable SQL queries.
• Strong data analysis skills. Ability to dig into customer data and extract insights for stakeholders.
• Passionate - you have a passion for diving into real customer data to solve real customer problems.
• Organized - you have a natural ability to prioritize and you never drop the ball.
• Adaptable - you collaborate on design, architecture, and strategy, while not afraid to get into the technical details when needed to drive quality deliverables.
• Gritty - you are able to pick yourself up, dust yourself off, and keep driving towards your vision.
• Knowledge of Marketing Technology stack - a distinct plus.
• Understanding of Change Management processes and methodologies - a distinct plus.

We offer all the benefits you’d expect from a great place to work: 100% employee healthcare coverage, transportation subsidies, a comfortable work environment with plenty of snacks, and other employee experience perks like events and activities, both in-person and remote. We also offer self-managed PTO and the flexibility to do your best work in the way that works for you. We provide an inclusive environment where you’ll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence. 

Amperity is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.