Technical Account Manager
San Jose, CA
Business Development /
Full Time /
Remote
About Amberflo
Amberflo is transforming how companies charge for their products and services by making it easy to track and bill on usage. Amberflo provides a modern, highly scalable Usage Metering and Usage-Based Pricing and Billing Platform.
Companies, big and small, are shifting to Usage-Based Pricing and Billing to realize higher renewal rates, customer satisfaction, and revenue. Customers, like Equinix, LaunchDarkly, Firebolt.io and others use Amberflo to delight customers with realtime, accurate and on demand metered invoicing and billing.
Amberflo was founded in 2020 by former AWS technologists who built and scaled cloud services on the backs of Usage-Based Pricing (UBP) and Product-Led Growth (PLG). Headquartered in the Bay Area with employees around the world, Amberflo raised $20M Series A led by Norwest Venture Partners.
Amberflo is mission oriented and values driven. Our mission is - to help the world transition to a more fair and transparent business model in the form of usage-based pricing, and in the process help our customers achieve higher rate of growth and customer traction.
About the Role
The Technical Account Manager role at Amberflo is a multifaceted position that combines technical expertise, customer service, and account management. This role would be responsible for driving successful outcomes throughout the customer journey with Amberflo, for their assigned book of accounts. Technical Account Managers will lead customer engagement from onboarding to renewals, while also managing the delivery of technical support and solutions.
What you will do
- Customer Onboarding and Support: Design and implement onboarding plans for new customers, provide product tours, assist in setup, and aid in product implementation. You’ll be responsible for proactively assisting customers to achieve their milestones, coordinating customer issues and requests, and reporting account onboarding statuses to internal stakeholders within Amberflo.
- Account Management: You’ll manage the delivery of technical solutions tailored to customer needs, manage expectations, and drive customer satisfaction. You’ll also be responsible for creating detailed account strategies for business growth opportunities and working cross-functionally with multiple lines of business.
- Product Utilization and Adoption: A key part of this role is driving revenue increases with existing customers by increasing product utilization. This involves improving product adoption, customer retention, and helping foster positive customer relationships.
- Renewals: Ensure that customers renew and expand upon their contractual agreements. You’ll be responsible for a gross and net revenue target for your assigned accounts.
- Technical Support: As a Technical Account Manager, you’ll closely partner with and serve internal departments such as marketing, sales, and support teams with the technical aspects of the product, and strategic customer engagement. This includes times of normal operations, as well as escalation management.
Skills and Competencies
- Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
- A deep understanding of the Amberflo product and the ability to provide technical solutions tailored to customer needs.
- High emotional intelligence and empathy skills, with a focus on ensuring client success.
- Ability to drive revenue increases at existing customers by increasing product utilization.
- Ability to create detailed account strategies for business growth opportunities and work cross-functionally with multiple lines of business.
- Prior knowledge of pricing and billing systems is nice to have.
- This role would be a key part of the company's growth and customer success strategy, ensuring that customers are not only onboarded and supported but also that they continue to find value and success with the product, leading to renewals and increased revenue.
What you'll bring
- 3+ years of experience in a customer facing role involving SaaS Product Implementation
- Integrating DevOps/developer tools in highly complex environments
- Hands-on experience using and troubleshooting REST APIs, Web Technologies & Integration Techniques
- Hands-on experience working with one or more major public cloud provider’s technology stack
- Knowledge of creating technical content in the form of written tutorials, videos, or other formats
- Bias toward moving fast and making things happen.
- A self-starter. Excited and eager to dive into understanding customer needs and devising the best solution
- Hands-on with programming language and tools to the level of building prototypes, and sample workflows
- Prior knowledge of pricing and billing systems is nice to have.
What we offer
- An opportunity to work with some of the leading, most forward looking and high growth companies transitioning to usage-based pricing and billing
- A culture of customer obsession that is more than just words and is backed by a solid operating framework to enable us to not just please but delight customers
- A modern, cloud-native platform, unmatched in scale and features, that customers love
- Work with a technology stack built from the ground up with cloud-first principles and team responsible for building some of the original services at AWS
- Fast growing startup with plenty of opportunity to take ownership and run with projects
- The opportunity to get in on the ground floor, working in an hot new emerging space
- A culture that empowers great people to accomplish great things
- Competitive salary and full benefits package and 401(K)
- Flexibility to work out of our Bay Area or remote office
Amberflo is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. No 3rd parties at this time.
