Technical Account Manager at Livefyre in San Francisco, CA
Who are you?
A customer-facing, organized, Technical Account Manager, helping integrate Livefyre social engagement products on the digital properties (websites, mobile apps, and more) of the largest publishers and brands in the world. This is not a Sales position; you are the primary operational point of contact with our customers from the time a sale is completed through integration and post-launch. Internally, you quarterback the process of serving our customers, pulling in and coordinating across our pre-sales teams, customer engineers, and social strategists. You also understand what customers need (not just what they ask for) and can work with our product team to integrate these insights into our product roadmap. You’re a structured person that drives work forward and can motivate groups of people to reach a goal. You value relationships, strive to keep our customers happy, and can talk tech and wrangle engineers internally and externally.
What you’ll be doing:
Make customers love us / customer happiness:
●Build rapport with key customers, maintain strong professional relationships, and manage customer satisfaction
●Communicate proactively with customers and internally with our team, highlighting risks and issues
●Solve tricky integration and product questions/issues and coordinate resolutions, including technical troubleshooting of customer issues
●Facilitate monthly & quarterly business review meetings to review customer satisfaction and potential new requirements
●Communicate new product updates to customers with product overviews and demos
●Identify opportunities to up-sell/renew customers, and leverage our sales and strategy teams to expand the relationship
Oversee and manage the integration process:
●Participate in developing an account plan with sales and strategy teams
●Gather and document technical and functional requirements from clients
●Set client expectations on requirements and integration timelines as needed
●Prepare integration schedules and detailed task lists to meet clients’ specific needs
●Help customers understand our products by translating intricate and technically complex concepts in a way that is simple and easy to understand.
●Lead and facilitate regular meetings with customers, including management and engineers
●Creatively solve customer problems as they arise by coordinating across internal and external resources
●Manage internal customer engineers, prioritizing their time across customers and tasks appropriately
●Track integration success and ensure deadlines are met
●Provide input to a scalable technical integration and account management process
Solicit feedback from customers that we can use to make our product and processes better:
●Communicate product feedback and priorities from clients to product and strategy teams
●Communicate technical requirements from clients to engineering and ops teams
●Strong communication, leadership and presentation skills
●Proven experience as a project manager (or operational account manager) in a dynamic and fast-paced startup environment
●Understanding of and experience managing all phases of the SDLC
●Detail-oriented with the ability to set priorities and be flexible in a changing environment
●Strong track record of working in a customer-facing environment and driving initiatives to improving customer satisfaction
●Problem and requirements analysis skills and facilitation of resolution
●Experience working with technology integrations and facilitating between engineering and business teams
●Interest and experience with social technology and publishing industry a plus
Who are we?
Livefyre helps companies engage consumers through a combination of real-time conversation, social curation and social advertising. With Livefyre, brands can integrate real-time, social content into their websites, mobile apps, advertisements, and television broadcasts to increase viewer engagement, boost website traffic and drive revenue. As the sixth largest network online, Livefyre is powering real-time social experiences for over 250 leading brands including American Idol, AOL, Bravo, CBS, Conde Nast, Dow Jones/WSJ, FOX Sports, Mashable, NASCAR, Showtime, Sony Playstation, Sports Illustrated and The New York Times.
Founded in 2009 with office in San Francisco and New York, Livefyre was named one of the best places to work in the Bay Area by the San Francisco Business Times. For more information, visit www.livefyre.com or follow us on Twitter and Instagram at @livefyre.