Technical Account Manager

Gong's Technical Account Managers are pivotal in driving customer value by providing advanced technical and strategic guidance to ensure customers maximize the value of Gong's platform. TAMs connect high-level business goals to the sophisticated solutions within Gong, offering expertise and insights that drive impactful results.

Collaborating with enterprise, strategic, and at-risk customers, they work cross-functionally with CSMs, Account Executives, and other internal teams to accelerate return on investment.

- Manage a portfolio of Enterprise customers, ensuring they receive exceptional value from Gong's solutions.

- Serve as a strategic technical advisor, helping customers plan and manage the technical aspects of key initiatives and integrations, such as rolling out initiatives or CRM enhancements.

- Provide proactive guidance on best practices, potential risks, and solution design to ensure successful execution and long-term scalability.

- Offer advanced technical and strategic consultation on Gong products to deliver superior customer outcomes.

- Establish strong, influential relationships with customer stakeholders and internal teams.

- Proactively identify opportunities to enhance the ROI for assigned customers through tailored solutions and strategic initiatives.

- Demonstrate and articulate the value of Gong's platform, helping customers to leverage its capabilities fully.

- Maintain oversight of customer-filed support tickets, collaborating closely with Technical Support Engineers and R&D to ensure timely investigation, prioritization, and resolution of product issues.

- Identify product limitations, advocate for workarounds or long-term solutions, and manage the lifecycle of feature requests in partnership with internal teams.

- Guide customers through the technical aspects of adopting new features, with tailored recommendations based on their unique business needs and use cases.

- Provide high-level guidance and troubleshooting for third-party integrations and assist with post-implementation CRM configuration and issue resolution.

- Serve as a powerful internal advocate for customer needs, working closely with product and engineering teams to influence product direction and improvements.

- A minimum of 2.5 years of experience in technical account management or a similar customer-facing technical role within a SaaS organization.

- Functional understanding of API integrations, database concepts, and software configurations;

- Proven track record of managing multiple concurrent technical projects and customer engagements.

- Excellent communication and presentation skills for conveying complex technical information to nontechnical stakeholders and senior executives.

- Experience working cross-functionally with Product, Engineering, and go-to-market teams (Sales and Customer Success).

- Proven ability to project manage and strategize complex customer relationships and demonstrate technical guidance to accomplish business outcomes.

- Background in Technical Support, Customer Engineering, Sales Engineering, or project management.

- Experience with CRM platforms (Salesforce/HubSpot) and enterprise software integrations.

- Proven ability to work in a fast-paced, dynamic environment.

The annual salary hiring range for this position is $123,000 - $145,000 USD.