Technical Account Manager

Who You Are:

At ActiveFence, the Technical Account Manager (TAM) bridges the gap between technical support and customer success, ensuring that clients have a successful, seamless experience with our company’s offerings and that the value of the partnership continues to grow over time.

What you’ll be doing:

• Lead the onboarding, configuration, and setup process for new customers, ensuring a smooth transition and quick adoption of the platform.
• Oversee the initial setup and integration of the product, proactively identifying blockers and risks to ensure efficient and successful onboarding.
• Provide technical support and expert guidance on product features, addressing bugs, managing feature requests, and offering feedback to the Product team to enhance customer satisfaction.
• Serve as a technical advisor to clients, assisting with API integrations into ActiveFence workflows to ensure seamless connectivity and functionality.
• Manage the implementation of new product releases, ensuring the platform remains up-to-date with the latest features and enhancements for each client.
• Coordinate with clients on release updates, guiding them through any necessary configurations and addressing compatibility concerns.
• Collaborate with internal teams to ensure timely tracking, prioritization, and resolution of issues, minimizing disruption to client operations.
• Ensure that each client’s environment is fine-tuned to support their specific business objectives and operational requirements.
• Act as the voice of the customer within ActiveFence, ensuring client needs and concerns are effectively communicated to Product, Engineering, and Support teams.
• Partner with the Customer Success Manager to build strong relationships, and deliver exceptional customer service through the entire customer journey.
  
  

The salary range for this role is 180-185K OTE - Range may vary based on experience

This position is remote, unless you are based in New York City (in which case it is hybrid with one day in the office)

Requirements:

• 5+ years of customer facing Enterprise Software experience in a Technical Account Management, Solutions Engineering, Technical Support or Project Management role.
• Strong technical background with hands-on experience in IT, software engineering, systems administration, or related fields.
• Familiarity with relevant technologies such as cloud computing, APIs, SaaS platforms, network infrastructure, and cybersecurity.
• Proficiency with technical tools and platforms, such as CRM systems, JIRA, Datadog and other monitoring or analytics tools.
• A highly ambitious attitude; full of new ideas and ready to jump in
• Understanding of the Trust & Safety industry is a plus.
• Experience with REST API integrations, webhooks, and a solid understanding of ActiveFence’s API documentation.
• Experience supporting complex software platforms
• Proficiency in JSON, SQL, python, typescript.
• Experience with monitoring technologies like Datadog / Coralogix
• Familiarity with content detection and moderation technologies, including machine learning approaches
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in a clear and accessible manner to both technical and non-technical audiences.
  
  

About ActiveFence:

ActiveFence is a mission-oriented company that proactively protects online users and platforms from harmful content, disinformation, and coordinated manipulation. We are a part of the Trust & Safety industry, providing a critical layer of defense against dangerous online activity. Our innovative technology detects and analyzes problematic content across multiple platforms, enabling our customers to stay one step ahead of bad actors.