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Lead Technical Account Manager

Employer
The Washington Post
Location
Washington, DC
Closing date
Feb 15, 2023

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Industry
Media / Journalism / Advertising
Function
Accountant, Management
Hours
Full Time
Career Level
Experienced (Non-Manager)
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Job Details

Job Description



Arc XP is seeking an experienced Technical Account Manager to play a crucial role in the Customer Success team by managing relationships with enterprise customers and ensuring their success with our platform. You will be responsible for tracking and reporting on revenue generation and customer health, as well as identifying new business opportunities and providing technical support and guidance to customers. You will work closely with product, engineering, customer enablement, and support teams to resolve technical issues and support customers as they use and extend the Arc XP platform.

Motivational Fit:
  • You are someone with strong customer-facing skills and a technical background or experience with technical products
  • You will act as the a voice for the customer and escalate problems, driving prioritization of business needs
  • You possess strong communication and interpersonal skills, and the ability to build and maintain strong relationships with customers
  • You are able to clearly articulate technical concepts to both technical and non-technical stakeholders and are organized and detail-oriented with project management skills, making you effective at maintaining accurate and up-to-date customer documentation
  • You have the ability to juggle multiple tasks and prorities and track and report on revenue generation and customer health


Responsibilities:
  • Building trusted relationships with key technical and business stakeholders to drive adoption, renewals, and new revenue opportunities
  • Understanding customers' business goals and objectives and working with them to develop and track their KPIs
  • Acting as the lead point of contact for assigned customer accounts and connecting customers with relevant Arc XP team members
  • Analyzing and presenting reviews of operational performance to customer leadership on a regular cadence and identifying opportunities for deeper engagement with Arc XP
  • You are the face of Arc XP to our customers - ensure that our interactions are well-planned, including in-person meeting agendas, periodic updates, and sensitive communications about key deliverables
  • Collaborating with cross-functional teams, including engineering, product, customer enablement and support, to resolve technical issues and address customer needs
  • Managing and tracking technical projects to ensure timely and successful delivery
  • Participating in technical presentations and demonstrations to customers
  • Responding to technical support requests from customers and working with the support team to resolve issues
  • Renewing contracts for assigned accounts and identifying upsell and expansion opportunities with existing customers
  • Collaborating with cross-functional teams, including product and marketing, to develop and execute upsell strategies
  • Conducting regular status meetings with customers to discuss projects, issues, and concerns
  • Maintaining accurate and up-to-date customer documentation, including project plans, status reports, and ticket issue logs
  • Conducting executive business reviews with customers to discuss product roadmap, feedback, and priorities
  • Manage negotiations with customers to finalize contracts
  • Tracking and reporting on revenue generation and upsell efforts
  • Monitoring customer health and working to address any issues or concerns


Qualifications:
  • 5 to 7 years of industry experience in a technical account manager, sales engineer, solutions architect, or support engineer role in a business-to-business, large/strategic customer segment
  • Bachelor's Degree or equivalent work experience
  • Demonstrated success and technical expertise in comparable customer-facing role
  • Strong customer service and professional communication skills
  • Experience managing customer relationships, contract renewals and product/solution expansion
  • Passion for problem-solving and being an advocate for the customer
  • Ad technology and API-based system experience
  • Adaptability and willingness to learn new technologies
  • Experience with Customer Relationship Management (CRM) software such as Salesforce
  • Distributed systems, APIs, systems architecture and web development
  • Understanding of customer success sales processes and customer lifecycles
  • Ability to work well in a team and make independent decisions, escalating appropriately as needed
  • Willingness to travel


Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:

  • Competitive medical, dental and vision coverage
  • Company-paid pension and 401(k) match
  • Three weeks of vacation and up to three weeks of paid sick leave
  • Nine paid holidays and two personal days
  • 20 weeks paid parental leave for any new parent
  • Robust mental health resources
  • Backup care and caregiver concierge services
  • Gender affirming services
  • Pet insurance
  • Free Post digital subscription
  • Leadership and career development program


Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status

The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

Company

Thank you for your interest in a career with The Washington Post. We invite you to review all of our open positions to find the one that's right for you. We look forward to receiving your resume!


Since it first began publication more than 130 years ago, The Washington Post has grown into one of the most storied and respected news organizations in the world. A subsidiary of The Washington Post Company, today's Post is the indispensable guide to Washington. In print, we enjoy the highest penetration of any major metropolitan newspaper in the United States. On the web, we have the third largest news website with 17 million unique visitors each month, and have recently launched a celebrated news app for the iPad. We serve Washington in all media, on any platform, including paid products, events, and tailored content.

More broadly, The Washington Post Company delivers quality products to today's students, readers and viewers. What unites our company is the immediacy of our products and services, created by teachers and tutors at Kaplan; reporters and editors at our media properties; and associates at Cable ONE.
Washington Post Media views its employees as its most valuable asset and provides a comprehensive benefits package to promote healthy and balanced lives at work and at home. We offer competitive salaries, opportunities for training and career advancement and an outstanding, progressive benefits package including:
Health and dental benefits
Flexible healthcare and dependent care spending accounts
401(k) and company-funded cash balance plan
Life and disability insurance
Tuition reimbursement
Adoption assistance
Domestic partner benefits
Employee assistance program
Employee referral program
 

Company info
Website
Location
1301 K Street, N.W.
 Washington
DC
20036
US
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