Technical Account Manager

Gong's Technical Account Managers are pivotal in driving customer value by providing advanced technical and strategic guidance to ensure customers maximize the value of Gong’s platform. TAMs connect high-level business goals to the sophisticated solutions within Gong, offering expertise and insights that drive impactful results. Collaborating with enterprise, strategic, and at-risk customers, they work cross-functionally with CSMs, Account Executives, and other internal teams to accelerate return on investment.

RESPONSIBILITIES

• Manage a portfolio of Enterprise customers, ensuring they receive exceptional value from Gong’s solutions.
• Serve as a strategic technical advisor, helping customers plan and manage the technical aspects of key initiatives and integrations, such as rolling out initiatives or CRM enhancements.
• Provide proactive guidance on best practices, potential risks, and solution design to ensure successful execution and long-term scalability.
• Offer advanced technical and strategic consultation on Gong products to deliver superior customer outcomes.
• Establish strong, influential relationships with customer stakeholders and internal teams.
• Proactively identify opportunities to enhance the ROI for assigned customers through tailored solutions and strategic initiatives.
• Demonstrate and articulate the value of Gong’s platform, helping customers to leverage its capabilities fully.
• Maintain oversight of customer-filed support tickets, collaborating closely with Technical Support Engineers and R&D to ensure timely investigation, prioritization, and resolution of product issues.
• Identify product limitations, advocate for workarounds or long-term solutions, and manage the lifecycle of feature requests in partnership with internal teams.
• Guide customers through the technical aspects of adopting new features, with tailored recommendations based on their unique business needs and use cases.
• Provide high-level guidance and troubleshooting for third-party integrations and assist with post-implementation CRM configuration and issue resolution.
• Serve as a powerful internal advocate for customer needs, working closely with product and engineering teams to influence product direction and improvements.
• Travel occasionally to visit customers on-site.

QUALIFICATIONS 

• A minimum of 2.5 years of experience in technical account management or a similar customer-facing technical role within a SaaS organization.
• Functional understanding of API integrations, database concepts, and software configurations; 
• Proven track record of managing multiple concurrent technical projects and customer engagements.
• Excellent communication and presentation skills for conveying complex technical information to nontechnical stakeholders and senior executives.
• Experience working cross-functionally with Product, Engineering, and go-to-market teams (Sales and Customer Success).
• Proven ability to project manage and strategize complex customer relationships and demonstrate technical guidance to accomplish business outcomes.
• Background in Technical Support, Customer Engineering, Sales Engineering, or project management.
• Experience with CRM platforms (Salesforce/HubSpot) and enterprise software integrations.
• Technical writing experience a plus
• Strong analytical skills and a data-driven mindset.
• Proven ability to work in a fast-paced, dynamic environment.

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $123,000 - $145,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

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Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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