Technical Account Manager
ABOUT CORDIAL
We founded Cordial in 2014 on the belief that there should be more humanity and empathy in marketing—both in how brands communicate with their customers and in how technology companies work with brands. We built our company and platform purposefully, driven by a desire to inspire more thoughtful communication and to create experiences that feel more personal and human—for consumers, for the people at the companies we work with, and for Cordial employees. Today, brands like PacSun, Revolve, Abercrombie & Fitch, Realtor.com, L.L. Bean and Forbes rely on Cordial to drive revenue growth by sending a better message.
We chose the name Cordial to symbolize how we empower our clients to communicate with their customers, as well as how we do business: with transparency, collaboration, and trust. We're building a passionate team of individuals willing to learn, grow, and be thoughtfully challenged on a daily basis to continuously improve our product, company, and culture every single day.
OUR VALUES
- Communicate better than the rest
- Own it, every time
- Solve client problems tenaciously
- Make Waves
POSITION SUMMARY
The Technical Account Manager (TAM) is responsible for supporting the technical success of a portfolio of Cordial’s clients in conjunction with our team of Client Success Managers (CSM). The TAM is the primary technical point of contact for our clients, a deeply involved client-facing partner, and works diligently to advocate and align technology and expertise on behalf of the client. The TAM has the technical aptitude to bridge the conversations and project work between our clients and Cordial’s product and engineering teams. This role supports our CSM’s in owning the technical relationship with our clients and driving deeper platform adoption. Key focus areas include owning the technical client relationship and being willing to roll up your sleeves to get “dirty”, empowering our clients to get comfortable with the Cordial platform to drive more autonomy, and recommending solutions to increase the technical value of Cordial’s platform.
YOU WILL
- Be the technical owner of a portfolio of accounts and work with the Client Success and Client Solutions team to meet the clients’ needs.
- Have a deep understanding of Cordial’s platform capabilities and value proposition to implement in order to demonstrate and/or implement solutions to meet client objectives.
- Be client-obsessed. You will consult with clients directly as a subject matter expert of the platform. You will assist clients in understanding how they can apply new product features and enhancements to align with their business goals. And you will develop and share best practices to clients. Clients will adore you.
- Think “big picture.” You will learn, comprehend, and internalize the client's definition of success with regards to Cordial and the client’s broader business. You will develop a comprehensive understanding of business challenges faced by clients and objectives to appropriately map Cordial features and business benefits to address client needs.
- Act as a Project Manager. You will create and deliver technical success plans for each client and ensure the broader Client Experience team (CSM’s, Solutions, and Deliverability teams) stays on task to achieve agreed upon goals as stated in the plan.
- Be a problem solver. The ability to problem solve both strategic campaign challenges related to client messaging programs and the technical solutions implemented for our clients is a must.
- Take the driver’s seat in technical areas. You will support our CSM’s in driving timely renewals and upsells. You will focus on the continual expansion of Cordial’s integration with the client to drive even greater levels of client success.
- Collaborate all day, everyday. You will work closely across all functions of the Client Experience team to ensure Cordial is continuously meeting and exceeding our client’s expectations.
ABOUT YOU
- Must be based in Japan and fluent in both Japanese and English (spoken and written), with the ability to communicate effectively in a bilingual business environment.
- You are seasoned. You have a Bachelor’s degree (or equivalent) and 4+ years working in a technical solutions, project or client management role (both commercial and enterprise) at a SaaS company, preferably with experience in CRM.
- You describe yourself as “more technical” than a typical CSM. Not only can you manage and solve business issues for your clients, but technical ones too.
- You’re a relationship builder. You love working with and building long term relationships with all levels of a client’s organization.
- You are a Self-Starter. You are independent, organized, a problem solver, and passionate about detail.
- Communication is a breeze for you. You have excellent written and oral communications skills, especially in a business setting. You have a knack of communicating effectively with both technical and non-technical audiences.
- You navigate well in organizations. You have a recipe for success working cross functionally, ideally with Product, Engineering and Sales. You’re a perfect team player. Ok, not everyone is perfect.
- You project manage in your sleep. You are capable of managing multiple projects and clients at the same time.
- You don’t mind a little chaos. You have a track record of delivering phenomenal results in a dynamic, autonomous start-up environment.
- Last but not least, you embody Cordial’s values.
BONUS POINTS IF YOU
- Have experience in the enterprise marketing automation industry.
- Have used Tools such as: Monday.com, Harvest (Time Tracking), Client Success, JIRA, etc.
- Have experience working with email marketing and digital marketing technologies, including personalization and optimization technologies, and advanced marketing automation.
- Have experience with SQL, AWS, Javascript or PHP
Cordial is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability status, sex (including pregnancy), age, gender, gender identity or expression, sexual orientation, marital status, veteran status, or any other characteristic protected by law.
Cordial is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.