Strategic Technical Account Manager

| Austin | Remote
Company Description

Optimizely is the world's leader in digital experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, Zillow, IBM, The New York Times and many more global enterprises.

Job Description

The Strategic Technical Account Management (STAM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in Optimizely.


STAMs drive adoption, retention and expansion of Optimizely’s products and services by being a trusted advisor to our customers. They are experts on our products and technology, experimentation strategy and on growing a culture of experimentation. STAMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and keen project management skills, STAMs are the driving force that enable our customers to build a highly valuable experimentation program. 


Additionally, the STAM serves as the liaison between the customer and Optimizely – facilitating collaboration with Product, Engineering, Sales, Professional Services and others to be the voice of the customer within Optimizely.

Qualifications

Key Responsibilities

  • In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 7-10 strategic customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction.

  • Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators for their experimentation program.

  • Ensure customers adopt best practices for both running their experimentation program and in using Optimizely's platform

  • Aid customer teams in exposing program value to their organization

  • Support the development of the Technical Account Management team by mentoring and inspiring fellow TAMs through example and professional and personal experiences

  • Drive accountability for deliverables among Optimizely, customer and partner teams

  • Assess and provide perspective on customer challenges related to technical implementation, experimentation strategy and building a culture of experimentation.

  • Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services.

  • Coordinate appropriate resources for each meeting to obtain the desired outcome.

  • Identify and develop opportunities for new usage of Optimizely across organizational functions and business units. 

  • Educate and advise on potential use cases for new or unused features of the Optimizely platform.

  • Manage account issues and escalations

  • Maintain your own current functional knowledge and technical knowledge of the Optimizely platform.

  • Collaborate with services to produce and implement solutions to customer challenges

  • Collect product feedback and advocate for customer needs within Optimizely. 

  • Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise


Requirements

  • You are curious and have a deep desire to continuously improve and learn, with proven capacity to quickly absorb new concepts and technologies, preferably hands-on.

  • Strong technical, analytical, and problem solving skills. Ability to tie business problems to technical solutions and understand technology value propositions.

  • You feel comfortable leading presentations and demos of our platform to large groups, both technical and non-technical. In-person and virtually.

  • You have excellent communication skills. You easily build rapport with technical and non-technical stakeholders, including those at the executive level.

  • 3-5 years of experience in a related function with direct customer contact and engagement experience, in a pre-, post-sale or professional services function, preferably at a SaaS-based company.

  • Prior experience in a Technical Account Management Role, Customer Success or equivalent with a history of increasing satisfaction, adoption, and retention.

  • Familiarity working with clients of all sizes, especially large enterprise organizations

  • Experience working with with web or mobile app product and development teams

  • Experience with A/B testing/Experimentation and statistical methodologies 

  • Project and stakeholder management experience & skills

  • Ability to use Optimizely is a plus

  • Ability to travel up to 20% of the time to visit customers

Performance Indicators

  • Product Adoption and Net Expansion

Additional Information

At Optimizely, we embody inclusion and embrace diversity. Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit. Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SAP HANADatabases

Location

3300 N I-35, Austin, TX 78705

An Insider's view of Optimizely

How would you describe the company’s work-life balance?

Optimizely is also a place where work-life balance is a real thing. Unlimited vacation means that I’m trusted to take time off when I need it. I’ve also been able to work remotely from Tahoe so that I can drive up when there’s less traffic, and from Boston so that I can spend time with my family.

Lauren

Client Engineer

What does your typical day look like?

I joined Optimizely to work on a product I loved using. It was fitting that my first project was fixing a pain point I had experienced as a customer! Not only was it satisfying to deliver a feature that I knew was going to help my colleagues at a previous company, but I was also able to use an awesome cloud native AWS tech stack to deliver it.

Ben

Sr. Software Engineer

What makes someone successful on your team?

Software engineering here isn’t about someone going off on their own with a problem and coming back with a solution. We design solutions as a team of individuals, each bringing their perspective to the table. I’ve found this way of designing has helped me grow as engineer over the years and to deliver the best results possible to our customers.

Nick

Backend Engineer

How do you empower your team to be more creative?

As a leadership team, we are deeply committed to creating a culture based on inclusion, experimentation, innovation, and feeling empowered to take risks. To be successful, we have to be exceptional performers. And to be exceptional performers, we have to have passionate people driving the way.

Erin

Chief People Officer

What are some things you learned at the company?

It inspires a lot of pride knowing that I work on the best in class experimentation product and one that brings real ROI to some of the world's largest global brands . I didn't realize how much I cared about products until I joined Optimizely.

Jess

Senior Software Engineer

What are Optimizely Perks + Benefits

Optimizely Benefits Overview

At Optimizely, we offer a wide array of benefits and perks to help our employees strike just the right balance between work time and personal time. We’re all about optimizing productivity by maximizing joy.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 17 weeks of parental leave for the primary caretaker and 17 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Optimizely provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees. In Austin, Optimizely will cover the first $250 of commuting expenses each month.
Company Outings
Optimizely hosts company outings Semi-annually.
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at team's discretion.
Parking
We offer employees a commuter subsidy that can be put towards parking.
Fitness Subsidies
Optimizely provides employees a $500 wellness grant every year.
Professional Development Benefits
Job Training & Conferences
Optimizely offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $600.
Diversity Program
Lunch and learns
We host lunch and learn meetings on occasion.
Promote from within
Continuing Education stipend
Online course subscriptions available
Customized development tracks
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