Job Description

As an increasing number of enterprises move their critical business processes to Arc Publishing, we are in need of high-powered technical talent to advise our customers on this journey. You will work one on one with several key Arc customers throughout the entire onboarding and customer lifecycle advising them during the planning phase of new projects to supporting them when they have Arc products operating in production.

The Principal Technical Account Manager (PTAM) functions as part of the Arc Engagement team to ensure key enterprise customer success in onboarding onto, using, and extending the Arc platform. The PTAM provides assistance to the customer as an expert on the full line of Arc Publishing products & services, project planning and launch and ongoing operational issues. The PTAM understands the business goals of the customer, and keep those in mind as they help drive customer engagements forward. PTAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the implementation life cycle. The PTAM works closely with an engagement product team and the Arc professional services team to onboard customers onto the platform; as a small team, our PTAMs are active in managing these projects and ensuring that clients are successful in onboarding onto Arc.

In order to be successful in this role, you must possess customer facing skills that allow you to represent Arc well within a customer's environment and drive discussions with senior personnel regarding incidents, implementation best practices, and project scope and timelines. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in a cloud-hosted CMS such as Arc. In this role, you will also act as the voice of the customer within Arc and The Washington Post to escalate problems and to drive prioritization of business needs for our customers.

The PTAM will work closely with the sales team, account executives and product development to understand expansion opportunities, be highly knowledgeable about Arc product offerings since he/she may often be called upon to provide technical support and training. Additionally, he/she will create policies that optimize the customer experience from both external and internal stake-holders feedback. As a PTAM, you will also mentor other TAMs.

Responsibilities:

• Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunities
• Understand the customer's business goals and technical environment, including software currently used
• Collaborate with the appropriate business functions and teams to assess and recommend technologies that support customer needs
• Operate as the lead point of contact for all matters specific to customer accounts
• Complete analysis and present periodic reviews of operational performance to customer leadership
• Champion and advocate for customer requirements within Arc Publishing (be their voice)
• Lead onboarding projects to help bring new accounts onto the platform
• Support growth of sales skills and ability to ensure success of growth through various methods including analyzing key performance indicators and metrics

Experience:

• Bachelor's Degree or equivalent work experience
• Minimum experience 10-12 in B2B environments; preferably technical account management, implementation, or customer success
• Prior use of CRM for all client tracking like Salesforce or HubSpot
• English & Spanish required
• Proven track record growing strategic client relationships via new product acceptance and revenue growth
• Experience managing relationships with C-level executives and aligning with their business
• Proven account management experience in a Publishing or Media sector
• Experience with distributed systems, APIs, systems architecture
• Clear understanding of customer success sales processes and customer lifecycles
• The preferred location for this position would be the East Coast

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?

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