Senior Technical Account Manager

vor 4 Wochen

Berlin, Berlin, Deutschland Element Vollzeit

About the Role

We are seeking a highly skilled Technical Account Manager to join our Customer Success team at Element. As a Technical Account Manager, you will be responsible for building and maintaining strong relationships with our customers, understanding their needs and usage of our products, and representing their perspectives in our product development process.

Key Responsibilities

  • Customer Management: Building and maintaining strong, long-term relationships with customers, understanding customer needs and usage of Element products, representing customer perspectives and needs in the product development process, and keeping customers informed about new features, updates, and best practices.
  • Solutions Design / Roadmap Sponsorship Coordination: Gathering requirements and designing a solution from available components, coordinating effort estimation, assembling quotes, and reporting delivery progress.
  • Product Expertise: Supporting the pre-sales process with in-depth knowledge of Element products, showcasing Element products in technical sales demonstrations.
  • Tender Response Management: Helping to prepare, submit, and oversee bids for contracts.
  • Feedback and Improvement: Gathering and documenting client feedback on products or services, working with the product development team to relay client requirements and help shape future product enhancements, and continuously seeking ways to improve client satisfaction and the overall customer experience.

Requirements

  • Fluent in German and English (C1 level)
  • Excellent communications skills; able to explain technical concepts to a non-technical audience
  • Ability to empathise with customers and effectively manage expectations
  • Experience supporting the completion of complex Public Sector tenders
  • Experience in a customer-facing technical role
  • Experience with Kubernetes and Helm charts
  • Experience supporting the delivering large software projects with complex requirements
  • Product-centric thinking and the desire to develop deep product knowledge

Domain-specific experience

Our customers come from a broad range of domains - experience in any vertical will be valued, but right now we would particularly value expertise in Public Sector (Germany specifically), Health Care, and Defence.

Benefits

  • Private Health Insurance / Medical Allowance (depending on the country)
  • Plumm Health
  • Annual Bonus
  • Share Options
  • Home Office Allowance
  • Coworking Space Allowance (except London & Rennes)
  • 40 days Annual Leave (including local bank holidays)
  • Flexible working hours
  • Company Socials (virtual or in person)
  • Family friendly environment

We are a global company with a strategic focus on the German public sector, and we are committed to open source. We build Element on top of an open protocol called Matrix, which was created by the same team that leads Element. Matrix is a not-for-profit open source project.

We are looking for a German fluent speaker (C2 level) to join our Customer Success team. Fluent English and German is essential, and experience working with German Government customers would be highly valued.

As a Technical Account Manager, you can expect to be deeply involved with a small number of key clients, designing solutions to meet their needs, and championing their perspective internally as our products evolve over time.

We care about the greater good, work together in the open, are proud of how we serve our customers, and are ambitious and iterate rapidly.

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