Team Lead, Technical Account Management

As a Team Lead, Technical Account Management team at Braze, you will oversee a team of Technical Account Managers, responsible for developing their technical and customer servicing skills, while acting as a point of contact for customer escalations. You will own relationships with other leaders in Customer Success and Sales, acting as a representative of Team TAM and helping to shape customers long term technical strategies. Your expertise in our product, combined with your exceptional leadership skills, will be instrumental in driving operational excellence and delivering outstanding results for our clients.

Key Objectives: 

• Drive value, retention, and adoption of Braze’s product through the customer lifecycle
• Manage a team of TAMs, each with their own book of business (typically several clients)
• Handle client escalations, drive future renewals, and seek opportunities to expand product adoption
• Foster a culture of innovation and continuous improvement through leveraging learning, automation, AI, and experimentation opportunities (wordsmith)

Key Responsibilities

• Talent Development and Empowerment: Develop your team’s skillsets, including building up technical skills and core competencies - such as autonomy and executive presence
• Hiring: Own hiring cycles, looking for new talent to come onto the team as we continue to grow and scale
• Strategic Initiatives: Own strategic initiatives that lead to the growth and betterment of the wider team
• Internal Partnerships: Build and Own relationships with partners in Sales, Customer Success, Support, and other key areas to ensure consistent customer and team satisfaction
• Customer Relationships: Build and own relationships with senior clients proactively, working towards consistent renewals and product adoptions
• Customer Escalations: Act as a second line of defense for customer escalations, partnering with other account leaders to develop plans for resolving in a timely manner
• Services Retention and Adoption: Empower your team to renew services and expand adoption of purchased entitlements
• Evangelizing Team TAM: Both within your team and across the organization, advocate for team initiatives and opportunities

 

WHAT YOU'LL DO

Daily Activities:

• Lead your team, managing their day to day book of business as well as setting clear goals and expectations while fostering a collaborative and supportive environment
• Utilize your deep understanding of the Braze product to provide strategic and tactical guidance to your team
• Engage with customers to understand their needs and proactively drive technical initiatives
• Monitor customer satisfaction and success metrics, providing regular updates to internal teams
• Collaborate with cross-functional teams to ensure seamless service delivery and customer experience
• Implement efficient time management strategies within your team, aiding in prioritization and productivity
• Uphold a high standard of communication, assisting in first-level customer and internal escalations and guiding your team in developing independent problem-solving skills
• Drive team development, focusing on hiring, mentoring, and career progression, while also addressing areas for improvement and celebrating achievements
• Own strategic initiatives to push towards continued team growth and to help with team efficiencies

 

WHO YOU ARE

Experience:

• If no prior leadership experience, then 3-5 years of client-facing experience as a TAM or in a related technical or customer facing area such as Implementation, Technical Support, Solutions Architecture, or Customer Success
• 3+ years of experience in managing complex customer environments with strong product command and technical knowledge of SaaS, Mobile, API, and/or Programming
• Experience in using AI tools such as foundational models to optimize and augment day to day work and processes, and help others to do so 
• Aptitude to lead others, acting as a mentor of technical or customer success individual contributors
• A natural problem-solver with a keen intellect and a passion for teamwork
• Capable of managing multiple priorities in a dynamic, fast-paced environment
• Excellent in both verbal and written communication, capable of translating complex technical concepts to a non-technical audience
• Empathetic, humble and diligent in your approach to work, with a desire to be challenged
• Bonus: experience managing others in a formal or informal capacity

Skills:

• Talent developer, with the ability and appetite to hone technical and customer servicing skills over time
• Excellent communicator (written and verbal), with the ability to translate complex technical ideas to non-technical stakeholders
• Human-centric leader, thinking through challenges and solutions with empathy for your team
• Natural problem solver with a high level of intellectual curiosity and a collaborative approach to solving problems
• Ability to manage multiple competing priorities and work effectively under time constraints in a fast-paced environment
• Act with agency, proactively identifying challenges and creatively bringing proposed solutions to the table
• Empathetic, humble and diligent, with a growth mindset and desire to be challenged to a healthy level of discourse
• Bilingual skills beyond English are a plus, facilitating communication with our global customer base

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $115,000 and $128,000/year, with an expected On Target Earnings (OTE) between $140,000 and $155,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.