Principal Technical Account Manager

Washington, DC
Nov 18, 2021
Dec 03, 2021
Full Time
Job Description

Arc XP is a cloud-based digital experience platform that helps enterprise companies, retail brands and media and entertainment organizations create and distribute content, drive digital commerce, and deliver powerful multichannel experiences. A division of The Washington Post, Arc XP has powered the digital transformation of customers across the globe, currently serving over 1,900 sites in more than 25 countries that reach nearly 2 billion unique visitors monthly.

Built 100% on AWS, the Arc XP platform follows a microservice architecture. All of our software teams use dev ops to deliver and maintain products. Our processes are lightweight, which allows our teams to innovate quickly to bring new ideas to market. New features and products are deployed to our customer base every day.

The Principal Technical Account Manager (PTAM) functions as part of the Arc XP Engagement team to ensure key enterprise customer success in onboarding onto, using, and extending the Arc XP platform. The PTAM provides assistance to the customer as an expert on the full line of Arc XP 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 XP 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 XP.

In order to be successful in this role, you must possess customer facing skills that allow you to represent Arc XP 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 XP. In this role, you will also act as the voice of the customer within Arc XP 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 XP 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.

  • 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 XP (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

  • 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
  • Experience with distributed systems, APIs, systems architecture
  • Clear understanding of customer success sales processes and customer lifecycles

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.