Technical Account Manager

What's the job to be done?

You will serve as the primary point of contact and advocate for the customer across a portfolio of enterprise accounts. When customers pose inquiries, you will be responsible for identifying the appropriate internal resource to provide a response. For feature requests, you will translate the requirement into an actionable task for the relevant team, including Support or Engineering. Key responsibilities include:

• Overseeing the customer onboarding experience, encompassing the evaluation phase through to steady-state operations, to guarantee customer success.
• Interfacing with internal and external stakeholders to track and advocate for customers’ technical requirements.
• Managing the negotiation of project milestone adjustments with customers.
• Assisting the Engineering team in the collection and prioritization of customer requirements across multiple accounts.
• Developing methodologies to enhance efficiency for individual customer engagement and support interactions across multiple accounts.
• Ensuring that product-related inquiries are addressed promptly and that completed requirements are delivered to a high standard.
• Collaborating cross-functionally to complete a diverse range of projects, such as: documentation enhancements, migration tracking, and ticketing system improvements.

These attributes best describe you…

• You understand at a conceptual level deeply technical conversations.
• You make well reasoned prioritization decisions when faced with a variety of changing constraints.
• Context switching doesn’t frustrate you, but motivates you as you tackle tasks.
• You empathize with customers and approach requests with patience and persistence.
• Your communication and interpersonal skills enable you to work well with a wide range of teams.
• You enjoy organizing, task tracking, and playing schedule tetris, but can also navigate the chaotic aspects of a startup.

What you will need

• 1-2 years of relevant experience at a technology focused company in Technical Account Management.
• Working knowledge of or prior experience providing customer support. You will be working closely with our Customer Engineering team and will need to understand and engage in support processes.
• Working knowledge of or prior experience with Sales. While you will not be directly selling, you will be working closely with our Sales team and will need to understand sales processes.
• Willingness to explore and learn new technologies and the vast array of implementation strategies employed by our customers.
• Strong ability to communicate and deal directly with customers, whether in email, Slack, video conference, or in person.

Why PlanetScale

We're redefining how high-growth companies manage data at scale—and we work with some of the most exciting brands in gaming, consumer tech, and B2B SaaS. As a part of our team, you'll be at the core of building the platform that powers world-class apps used by hundreds of millions of users worldwide. PlanetScale is a profitable company with a philosophy centered around building small teams of p99 individuals and is recognized as one of the fastest growing companies in America.