Technical Account Manager

As a Technical Account Manager, and a member of the Sales organization, you will be the primary point of contact for a group of enterprise customers. You will work cross-functionally with Customer Success, Product, and the Account Executive team to ensure our customers are maximizing the value of Plotly/Dash Enterprise.

The TAM team is the engine of customer retention and adoption. You will be essential in driving major changes in how we work with customers and use our customer data to develop successful, repeatable processes.

Key responsibilities:

• Take ownership of relationships with key customers—this includes enablement, implementation, user adoption, and infrastructure needs. You will actively monitor customer health and dive deep into customer usage data and files to identify and re-engage inactive or under-engaged customers, devising creative, technical, and high-touch strategies to drive sustained adoption.

• Work closely with customers to understand their business needs and guide their usage of Plotly products. You will fill the gaps between product features and customer needs—through design advice, tool recommendations, hands-on coding, or whatever else is necessary.

• Work closely with our Account Executives, drive customer retention and expansion by leading customers to successful, sustainable outcomes and demonstrating value to stakeholders at all levels.

• Advise customers on best practices, product capabilities, and product roadmap.

• Connect customers with important Plotly resources (e.g., support, product, services).

• Develop and manage customer profiles and metrics.

• Work with our Product team to understand and address customer needs, pain points, and other feedback.

Role requirements:

We don't expect every candidate to check every box below. If you're strong across most of these, we'd love to hear from you.

• Prior experience in a technical customer-facing role (Sales Engineering, Support, Customer Success, Sales etc.).

• Demonstrated ability to manage competing priorities across a portfolio of customers.

• Proficiency in Python is required, with a willingness to write and share code (basic to intermediate level) to solve complex customer problems and build tailored examples. A working knowledge of JavaScript or BI Tools (i.e., Tableau/PowerBI) is a bonus.

• Strong written and verbal communication skills, coupled with charismatic and persuasive communication for engaging both highly technical and non-technical stakeholders.

• Confidence in communicating with technical, business, and executive (VP & C-level) stakeholders.

• Strong understanding of data science, analytics, and/or software development workflows.

• Passion for data analytics and creativity in guiding customers to successful outcomes.

• Ability to travel for customer on-sites.