Hightouch is the modern AI platform for marketing and growth teams. Our AI agents reimagine marketing workflows, allowing marketers to create content, plan campaigns, and execute strategies with transformational velocity and performance.
Hightouch is a rare company built on the intersection of two fundamental technological shifts: advances in LLMs and agentic AI, and the creation and rapid adoption of cloud data warehouses like Snowflake and Databricks. Building on these tailwinds, we’ve become a leader in AI marketing and partner with industry leaders like Domino’s, Chime, Spotify, Ramp, Whoop, Grammarly, and over 1000 others.
Our team focuses on making a meaningful impact for our customers. We approach challenges with first-principles thinking, move quickly and efficiently, and treat each other with compassion and kindness. We look for team members who are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.
About The Role
As a Technical Account Manager in our EMEA region, you will become the bridge between Hightouch and our largest Fortune 5000 customers. You will oversee the entire customer journey starting from kick-off to onboarding to continued customer success and finally, increased adoption. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Hightouch platform to its fullest extent and beyond.
In this role, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have a natural curiosity to uncover a customer’s use case and help navigate to the most elegant and efficient solution. Fundamentally, you are enamored with how a company can utilize data to its fullest extent. Utilizing this curiosity and knowledge, your goal is to guide the customer into their ideal future state as well as guide the innovation of the Hightouch platform as well.
What You’ll Do- As a critical member of the Customer Success team you will be responsible for the retention and expansion our largest Enterprise customers
- You will be part of a team that will work closely with Sales to strategize on how to increase the adoption of Hightouch within large organizations
- From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices
- Provide customers with clear proactive technical guidance and expertise across all our products
- Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
- Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level
- 5-10 years of experience in a client facing and / or technology focused role where business experience and technical acumen was combined
- Experience managing and executing technical projects with a customer-first attitude and a strong sense of empathy
- Excellent project management and communication skills
- Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, reporting tools, etc.)
- Strong troubleshooting and problem solving skills with a continuous desire to improve your technical acumen
- Ability to collaborate cross functionally with different teams and types of people
- Ability to work under pressure, deadlines and navigate unexpected roadblocks with ease
- Proficiency of spoken and written English
