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At Vouched we are building a powerful identity verification platform to provide worldwide access to lifes most critical services, including healthcare, benefits, and financial services. Vouched makes identity verification easy with a combination of a patent-pending AI cloud solution, APIs, and at the edge ML.

What we do

• Verify thousands of people every day across multiple countries and industries providing access to critical services
• Serve fast-growing startups, unicorns, and large enterprises, with a focus on providing fast, easy integration for developers
• Run on a modern cloud infrastructure powered by automated integration and unit testing, provisioning, deployments, monitoring, and notifications
• Drive to own the market and deliver a world-changing client and end-user experience

What you will do

Vouched is seeking a highly qualified Senior Technical Account Manager to join our team at Vouched. As a Senior Technical Account Manager for Vouched, you will play a critical role in ensuring the success of our top customers by serving as their key focal point and highest level of service. In collaboration with the Sr Director of Customer Success, you will also be responsible for building the Customer Success team and processes.

Overall, the Senior Technical Account Manager role is a critical position within Vouched that requires a high level of professionalism, technical expertise, and customer service skills to ensure the success of our top customers.

As a Senior Technical Account Manager for Vouched, your responsibilities will include:

• Serving as the primary technical advisor for 15 - 20 Enterprise accounts, ensuring implementation, integration, and long-term technical continuity
• Managing customer implementations and custom development plans
• Ensuring customer deployment and configuration aligns with business use cases, validating that use cases are appropriately captured and delivered in a timely manner
• Collaborating with Customer Success Leadership to drive the customer journey forward and be accountable for customer success
• Driving Vouched adoption and implementation plans for customers and be accountable for value delivery
• Interpreting complex technical concepts for business leaders and guiding customer stakeholders to effectively evaluate and implement Vouched products
• Building trusted relationships with relevant technical users and managing stakeholders within assigned accounts
• Serving as a product expert and escalation point for internal delivery teams and customers to manage and facilitate resolution for technical incidents and issues
• Updating customers on the technical evolution of the product, platform, and security
• Collaborating with Customer Success Leadership, Sales, Engineering, Product, and our Partner community to share best practices, improve internal capabilities, identify new customer business needs, and effectively leverage all available resources to drive customer success
• Monitoring customer utilization trends and performing health checkups to identify product recommendations and R&D needs
• Creating dashboard for data visualization with drill down capability, and supporting monthly and quarterly strategic business reviews with customers to drive alignment and engagement
• Maintaining knowledge of 3rd Party solutions and integrations with the Vouched platform within assigned customer environments
• Providing technical subject matter expertise where applicable according to the TAMs area(s) of proficiency

Requirements

• 5+ years of professional experience and/or an advanced technical degree
• 3+ years of experience in customer-facing roles, such as customer success, consulting, or solutions engineering
• Experience implementing and developing using a variety of customer and commercial management tools and technologies, as well as analytics platforms (Salesforce, Jira, ZenDesk, Google Apps, Tableau, BI tools, REST APIs)
• Familiarity with scripting languages, databases, and SQL
• Strong quantitative and database analysis skills, with a proven ability to provide business insights and make sound judgments
• Experience in project management, including managing complex, custom deliverables and onboarding workflows
• Familiarity with enterprise software and software-as-a-service
• Ability to multitask and manage time effectively under tight deadlines
• Proven ability to rapidly develop and deliver creative business solutions for complex problems
• Excellent written and verbal communication skills
• Able to excel in a rapidly changing, hyper-growth, start-up environment, as an entrepreneurial, self-starter, and highly collaborative team member
• Customer empathy, analytical rigor, and strategic thinking should be among the candidate's core competencies.

The ideal candidate should be a highly motivated and detail-oriented professional with a track record of success in managing complex customer relationships and delivering exceptional results. They should also possess strong interpersonal skills and the ability to work effectively with internal teams to drive customer success.

Benefits

• Flexible paid time off
• Healthcare
• Vision
• Equity compensation
• Flexible remote, work-from-home arrangements
• Parental leave
• $120,000 to $180,000 OTE

This is a remote role - however, you must be based in the US (US work authorization required)