Technical Account Manager

Summary

AfterShip is a post-purchase SaaS company transforming the global eCommerce landscape through shipping, tracking, delivery prediction, and returns automation. The Technical Account Manager will serve as the primary technical contact for enterprise customers, leading technical setup, support, migrations, troubleshooting, and communication of platform updates to ensure customer success.

Responsibilities

• Lead end-to-end technical setup and configuration for enterprise customers
• Provide ongoing technical support to ensure smooth operations and customer satisfaction
• Manage and execute migration processes for enterprise accounts, ensuring minimal downtime and seamless transitions
• Act as the primary technical contact for enterprise clients, addressing escalated issues and managing complex scenarios
• Handle technical queries, including API-related requests, and track resolution progress
• Partner with Customer Success teams across regions to align on customer needs and goals
• Participate in team meetings to ensure consistent customer support and shared success strategies
• Work with Operations, Engineering, and Product Marketing teams to stay updated on platform changes
• Communicate platform updates and relevant changes effectively to enterprise clients

Skills

• 3+ years experience in customer-facing technical roles in either SaaS, ecommerce, or marketing automation technology
• Experience working with clients, product, ops, and engineering teams—with the ability to break down complex concepts to non-technical stakeholders
• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications and automation
• Ability to grasp customer's needs and suggest timely solutions
• Executive level interpersonal, project management, communication, and problem-solving skills
• Excellent written and verbal communication and presentation skills
• We are looking for people with solid experience in IT consulting as well as any of these connected fields, including media technologies, database management, application and system development, big data and analytics, solution designing, and devops consulting
• ERP and REST API expertise is advantageous for the position

Qualifications

Must Haves

• 3+ years experience in customer-facing technical roles in either SaaS, ecommerce, or marketing automation technology
• Experience working with clients, product, ops, and engineering teams—with the ability to break down complex concepts to non-technical stakeholders
• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications and automation
• Ability to grasp customer's needs and suggest timely solutions
• Executive level interpersonal, project management, communication, and problem-solving skills
• Excellent written and verbal communication and presentation skills

Nice to Haves

• We are looking for people with solid experience in IT consulting as well as any of these connected fields, including media technologies, database management, application and system development, big data and analytics, solution designing, and devops consulting
• ERP and REST API expertise is advantageous for the position

Benefits

• Remote-first work setup, with employees working from home or on a hybrid-flexible basis in hub locations such as Austin
• Flexible hours depending on your time zone
• Healthcare coverage offered from day 1
• Retirement plans including company match
• Unlimited PTO
• Annual learning & wellness benefit
• Monthly book perk
• Career progression & professional development
• In-office lunch and commuter benefits for those located in hub locations