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Technical Account Manager

Vero

Vero

IT, Sales & Business Development
Europe · Middle East · Asia · Remote
Posted on Thursday, June 13, 2024
Open roles at Vero
Link to apply
https://airtable.com/shrObrURknsxsU4dO?prefill_Which+role+are+you+applying+for%3F=Technical%20Account%20Manager
Description
Vero is a multi-channel messaging platform built for the modern data stack. Modern marketing and product teams all over the world use Vero to automate communications with hundreds of millions of end-users. With over a decade's experience in this space Vero is undergoing a transformation that is putting it on an exciting new trajectory. We've recently launched a new take on our product: a version that sits directly on top of customers' data platforms like Redshift, Google BigQuery, Snowflake and
About the role

As a Technical Account Manager you will work closely with Vero’s largest and most complex B2C and B2B customers.

We are looking for an outgoing and tech-savvy individual who is comfortable working cross-functionally with Vero’s Growth, Support and Product teams.

You’ll manage a defined cohort of customers and proactively work with them to ensure they get the most out of Vero. You’ll be responsible for owning the customer relationship post-sale: helping customers realize value in Vero, recommending technical solutions and sharing customer feedback to shape product decisions.

At Vero we believe in hiring team members who can build product expertise and help customers directly and immediately with their needs. This provides customers a truly helpful and delightful experience and that is important to us at Vero.

Location
Remote, EMEA
Responsibilities
  • Provide deep product expertise to the customers you work with.
  • Proactively analyze customer product usage to identify opportunities and risks to account health.
  • Drive feature adoption by providing strategic guidance, enablement, and day-to-day advice to help customers hit their objectives.
  • Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Vero.
  • Own client renewals, retention and net retention targets.
  • Partner with Support to provide an excellent and consistent customer experience and synthesize product feedback for product development.
  • Assist with challenging client requests or issue escalations as needed.
  • Provide continuing education for customers to maximize product usage and identify upsell opportunities.
About you
  • We’re looking for someone to join our team who can own the customer relationship and is interested in helping Vero define and develop customer success processes for scale.
  • Technical expertise and strong customer-facing skills will be essential in addressing both the business and technical needs of our customers.
  • You think about the long-term customer experience and have an aptitude for reading between the lines to provide the right solutions.
  • You take what you learn from every customer interaction and feed it back to growth, support and product to improve overall models and processes.
  • You have a strong ability to use facts and data to influence decisions
  • You are ready to take on the responsibility that comes with working in a small team coordinating with multiple stakeholders both inside and outside Vero.
  • You have a knack for making technical concepts understandable.
  • You love to set your own course and are happy working independently. As a distributed team, you often need to make things happen without someone saying so.
  • You are comfortable learning about completely new topics so that you can provide the right advice to our customers.

Three key values lived at Vero are:

  • Humility. We listen and learn. We aim for as little politics and ego as possible at Vero.
  • Empathy. We're a remote team with people from all over the world. We believe in inclusivity and work hard to understand and support each other.
  • Care. People at Vero look out for each other. We work together to achieve tasks, and we back each other up.

We're proud of our culture and if these values sound on point to you, we'd love to hear from you!

Requirements
  • At least three (3) years of experience in customer success, account management or support.
  • Technical expertise, ability, and appetite to acquire knowledge of new products and concepts. You should at least be familiar with tools like SQL, Javascript and/or Ruby/Python scripts. Ideally you’d have deeper experience with one or more programming languages.
  • Ability to work independently as a proactive self-starter.
  • Passionate about providing an exemplary customer experience and building lasting relationships.
  • Demonstrated ability to identify patterns and turn manual tasks into repeatable learning materials.
  • Exceptional organizational and communication skills – both verbal and written.

If your experience is close but doesn’t fulfill all requirements, please apply. Vero is on a mission to build a special company. To achieve our goal, we are focused on hiring team members with different backgrounds, perspectives, and experiences.

Salary range
Benefits
  • Competitive salary. We pay in the top quartile, based on Sydney(AU) salary data. We pay Sydney salaries regardless of team member location.
  • Flexible work. Work in the way that produces your best results. Many of our team members work from home one day a week, others come to the office every day and many are completely remote. We’re committed to helping you feel like you can be the happiest and most productive you.
  • Yearly team conference. We host an annual team conference to get together as a team, challenge the status-quo and expand our vision for the future.
  • Parental leave. We offer a generous parental leave policy.

Vero is an equal opportunity employer. We are a participant in Project F's Program 50/50. This program help us identify underlying systemic and environmental issues that are known to derail women in careers in technology so that we can address them head on and create a truly equal workplace.

You can learn more about life at Vero on our website.

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Name
Technical Account Manager
Description
Vero is a multi-channel messaging platform built for the modern data stack. Modern marketing and product teams all over the world use Vero to automate communications with hundreds of millions of end-users.

With over a decade's experience in this space Vero is undergoing a transformation that is putting it on an exciting new trajectory. We've recently launched a new take on our product: a version that sits directly on top of customers' data platforms like Redshift, Google BigQuery, Snowflake and more. This is a massive shift that gives teams easier access to their data, faster and for less cost.

Vero is looking for a Technical Account Manager to join us on our journey and to help us build the future of messaging automation.

@
About the role

As a Technical Account Manager you will work closely with Vero’s largest and most complex B2C and B2B customers.

We are looking for an outgoing and tech-savvy individual who is comfortable working cross-functionally with Vero’s Growth, Support and Product teams.

You’ll manage a defined cohort of customers and proactively work with them to ensure they get the most out of Vero. You’ll be responsible for owning the customer relationship post-sale: helping customers realize value in Vero, recommending technical solutions and sharing customer feedback to shape product decisions.

At Vero we believe in hiring team members who can build product expertise and help customers directly and immediately with their needs. This provides customers a truly helpful and delightful experience and that is important to us at Vero.

Location
Responsibilities
  • Provide deep product expertise to the customers you work with.
  • Proactively analyze customer product usage to identify opportunities and risks to account health.
  • Drive feature adoption by providing strategic guidance, enablement, and day-to-day advice to help customers hit their objectives.
  • Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Vero.
  • Own client renewals, retention and net retention targets.
  • Partner with Support to provide an excellent and consistent customer experience and synthesize product feedback for product development.
  • Assist with challenging client requests or issue escalations as needed.
  • Provide continuing education for customers to maximize product usage and identify upsell opportunities.
About you
  • We’re looking for someone to join our team who can own the customer relationship and is interested in helping Vero define and develop customer success processes for scale.
  • Technical expertise and strong customer-facing skills will be essential in addressing both the business and technical needs of our customers.
  • You think about the long-term customer experience and have an aptitude for reading between the lines to provide the right solutions.
  • You take what you learn from every customer interaction and feed it back to growth, support and product to improve overall models and processes.
  • You have a strong ability to use facts and data to influence decisions
  • You are ready to take on the responsibility that comes with working in a small team coordinating with multiple stakeholders both inside and outside Vero.
  • You have a knack for making technical concepts understandable.
  • You love to set your own course and are happy working independently. As a distributed team, you often need to make things happen without someone saying so.
  • You are comfortable learning about completely new topics so that you can provide the right advice to our customers.

Three key values lived at Vero are:

  • Humility. We listen and learn. We aim for as little politics and ego as possible at Vero.
  • Empathy. We're a remote team with people from all over the world. We believe in inclusivity and work hard to understand and support each other.
  • Care. People at Vero look out for each other. We work together to achieve tasks, and we back each other up.

We're proud of our culture and if these values sound on point to you, we'd love to hear from you!

Requirements
  • At least three (3) years of experience in customer success, account management or support.
  • Technical expertise, ability, and appetite to acquire knowledge of new products and concepts. You should at least be familiar with tools like SQL, Javascript and/or Ruby/Python scripts. Ideally you’d have deeper experience with one or more programming languages.
  • Ability to work independently as a proactive self-starter.
  • Passionate about providing an exemplary customer experience and building lasting relationships.
  • Demonstrated ability to identify patterns and turn manual tasks into repeatable learning materials.
  • Exceptional organizational and communication skills – both verbal and written.

If your experience is close but doesn’t fulfill all requirements, please apply. Vero is on a mission to build a special company. To achieve our goal, we are focused on hiring team members with different backgrounds, perspectives, and experiences.

Salary range
Benefits
  • Competitive salary. We pay in the top quartile, based on Sydney(AU) salary data. We pay Sydney salaries regardless of team member location.
  • Flexible work. Work in the way that produces your best results. Many of our team members work from home one day a week, others come to the office every day and many are completely remote. We’re committed to helping you feel like you can be the happiest and most productive you.
  • Yearly team conference. We host an annual team conference to get together as a team, challenge the status-quo and expand our vision for the future.
  • Parental leave. We offer a generous parental leave policy.

Vero is an equal opportunity employer. We are a participant in Project F's Program 50/50. This program help us identify underlying systemic and environmental issues that are known to derail women in careers in technology so that we can address them head on and create a truly equal workplace.

You can learn more about life at Vero on our website.