Technical Account Specialist
About the Role
We are seeking a Technical Account Specialist to act as the bridge between our customers and internal teams, including Customer Success, Sales, Support, and Engineering. This role combines client-facing support with a strong focus on CS Operations—managing data, analytics, reporting, and internal tooling—to ensure smooth onboarding, adoption, and account success.
Key Responsibilities
Client-Facing Support:
Partner with CSMs and Account Executives to understand customer needs and technical requirements
Provide guidance on integrations with APIs, webhooks, and internal systems
Troubleshoot and resolve technical issues impacting adoption or renewals
CS Operations & Analytics:
Build and maintain dashboards and reports on customer health, adoption, usage trends, churn forecasts, and other key metrics
Analyze data to identify patterns, provide actionable insights, and support decision-making for CSMs and leadership
Own or co-own CS tools (e.g., Gainsight, Totango, ChurnZero), CRM usage (Salesforce, HubSpot), integrations, automations, and data hygiene
Recommend and implement process improvements to optimize workflows across Customer Success, Sales, and Support
Renewals & Expansion Support:
Partner with CSMs on renewals and expansion opportunities, providing technical guidance and operational support
Participate in Executive Business Reviews or regular account check-ins to drive customer value
Technical Escalation & Collaboration:
Serve as an escalation point for complex technical issues
Collaborate with Support, Product, and Engineering to resolve high-priority incidents
Document solutions, workarounds, and best practices in the Knowledge Base
What You’ll Bring
Required:
Experience in Technical Account Management, Customer Success Operations, Solutions Engineering, or Implementation for B2B SaaS
Strong experience with CS tools, CRM platforms, dashboards, and reporting (e.g., Gainsight, Totango, Salesforce, Metabase, Looker)
Skilled at data analysis, reporting, and generating actionable insights
Understanding of APIs, webhooks, and common data formats (JSON, CSV, XML)
Excellent written and verbal communication, capable of explaining complex concepts to technical and non-technical stakeholders
Strong problem-solving mindset and operational focus
Nice-to-Have:
Experience in logistics, supply chain, or SaaS operations
Familiarity with SQL or scripting (Python/JS) for dashboards, reporting, or data validation
Experience with automation and integration tools (Zapier, Workato, etc.)
