Technical Account Manager

2 days ago

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Butter Payments

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Stop losing paying customers to payment failure. Automatically improve your customer retention rates with Butter.

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Description

• Lead the post-sales engagement, retention, and expansion of your customers, driving overall account health and revenue growth • Create & share success narratives with the customer by leading routine business reviews, to align on business priorities, performance, provide guidance on optimization opportunities, share Butter roadmap, and identify product expansion opportunities. • Continuously design, test, and iterate on playbooks and program ideas, monitoring results based on defined customer success criteria • Create efficiencies for scaled customer outreach and relationship management wherever possible • Serve as a trusted payments advisor to the customer with consistently responsive and expert service, proactively educating them on Butter’s platform, value, and our industry • Develop and maintain powerful relationships with executives across customers' business functions: finance, marketing, product, and engineering, understanding their priorities, challenges, and motivations • Advocate for the customer to internal stakeholders, proactively surfacing key customer feedback and insights to Product Management, Sales, Marketing, and Product Engineering. • Manage the CRM database with customer information, health, and current status, so leadership and cross-functional teams can make data-driven decisions • Leverage data literacy along with BI tools to analyze customer data, identify trends, and provide actionable insights that drive customer value. • Proactively resolve data discrepancies and ensure accurate reporting to support decision-making for internal and external stakeholders • Drive customer references and case studies and advise on content in partnership with Marketing • Prioritize time effectively between remote account work and occasional travel commitments

Requirements

• 7+ years relevant work experience in a customer-facing role within a high-growth startup, including SaaS customer success or account management. • Exceptional communications skills in writing, presenting, and storytelling, comfortable centering data in the narrative • Ability to drive customer health and growth using varied data sources and insights to create a narrative and execute on plans of action • Willingness to travel approximately 10% of the time for client engagements and industry events, as necessary