Technical Account Manager

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.

We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.

Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog.

About the role:

Contentsquare is anticipating the need for a Technical Account Manager (TAM) to join our team and help provide exceptional support for our customers. Contentsquare’s TAMs are technically skilled, enjoy collaborating with customers, are well organized, detail-oriented and excel at creative problem solving. You will have the opportunity to collaborate with our marquee customers while working on challenging problems and managing complex projects. This position offers a great opportunity for an individual to further their career within the growing Customer Support team in the EMEA region.

If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical and soft skills, while working with some of the largest companies out there, we want to meet you.

• Working directly with a handful of marquee accounts, focusing on ensuring their ongoing success with our company.
• Hosting recurring meetings for your customers.
• Acting as an internal champion for your customers with all Contentsquare teams.
• Handling standard escalation management for your accounts.
• Acting as a product adoption expert for your customers, including running sessions for them to do light product education.
• Helping ensure your customers are following Contentsquare best practices.
• Scoping new Contentsquare projects for your customers.
• Performing project management for large Contentsquare projects your customers are working on.
• Contentsquare product administration and maintenance assistance.
• Providing Contentsquare platform configuration assistance.
• Triaging critical issues in conjunction with the Customer Support team.
• Creating and maintaining a customer ‘account plan’, including documentation on key areas of your customer’s configuration and usage details.
• Creating and distributing regular reports to your customers.

• Fluency in English is required to communicate effectively with international clients.
• Experience providing customer-facing advanced support to enterprise accounts (typically around 5+ years or equivalent skills and knowledge).
• Strong communication (verbal and written) and interpersonal skills: your communication is tailored to your interlocutor, structured, concise and engaging.
• Experience working with a range of customers and multiple stakeholders, from individual contributors to C-levels.
• You have experience with JavaScript, HTML, CSS: you understand website development and how to code web pages, and you are able to work with our product and back-end teams.
• Ability and enthusiasm to help customers learn about the platform; you are able to quickly develop subject matter expertise.

• Bachelor's degree in computer science/Information technology or equivalent work experience.
• Proficiency in one or more other languages (French, Italian, German,...) is preferred.
• Experience working in a web-based or SaaS environment.
• Experience in JIRA, Zendesk and Salesforce.

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.

Here are a few we want to highlight:

- Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year

- Work flexibility: hybrid and remote work policies

- Generous paid time-off policy (every location is different)

- Immediate eligibility for birthing and non-birthing parental leave

- Wellbeing and Home Office allowances

- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work

- Every full-time employee receives stock options, allowing them to share in the company’s success

- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts

- And more benefits tailored to each country

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here. 

Your personal data will be securely stored in our hosting provider’s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.