Technical Account Manager II

We are Sinch. The world’s #1 in mobile engagement, helping amazing companies communicate with customers. And whether or not you know us you’ve definitely used our technology. From the life-changing to the time-saving, we’re helping over 3,000 businesses interact with people like never before. We reach every phone on the planet within seconds, so imagine the scale, the variety, the opportunity, and the growth that offers. Here you'll dream even bigger than ever, face fascinating challenges, and build your skills and career alongside amazing experts. And every time you hear a phone ping, you’ll be proud of knowing you were part of making that happen.

We are now looking to expand the team with a Technical Account Manager based in Germany to chase the dream with us!

The essence of the role

A Technical Account Manager is what we like to call a customer advocate for our clients utilizing our Managed service. A TAM is responsible for owning the relationship with their clients and any and all of the client’s issues from understanding what the issue is, to effectively communicating to any internal stakeholders, and following through to resolution of the issue. The TAM is the primary dedicated POC for their clients and are critical in keeping their clients engaged and helping Sinch meets its retention goals.

As technical Account Manager, you will:

• Work closely with clients to understand their business and how it relates to email so that the client can effectively use Mailgun/Mailjet to reach their business goals
• Work closely with clients to ensure they understand and are able to implement email best practices that align with their business needs and to help improve overall email deliverability
• Use tools to proactively monitor Sender Scores, blocklists, delivery rates, etc, and work with the client to fix any issues that may arise, as well as provide guidance on how to avoid these issues
• Ensure clients and Mailgun/Mailjet are in compliance with Service-Level Agreements, Terms Of Service, Acceptable Use Policies, etc.
• Work with the Sales team to identify revenue growth opportunities through the utilization of new services and/or contract renewals
• Develop and maintain strong product knowledge of Mailgun/Mailjet and its competitors to properly support their clients, as well as evangelize new product features as they are released
• Acts as a point of escalation for peers and Leadership
• Acts as a liaison between TAM team and other departments and organizations
• Create/update internal and external documentation related to deliverability and Deliverability Services
• Conduct training sessions for Technical Account Management team

In order to be successful in this role, we believe you have:

• Ability to create and maintain strong relationships with both clients and internal teams
• Strong technical background with the ability to effectively communicate issues to a wide variety of client contacts
• Experience with email systems, DNS, Telnet, APIs
• Strong project and time management skills, including prioritization of multiple tasks across potentially dozens of clients
• Excellent communication (verbal and written), critical thinking, and analytical skills
• 2+ years of experience in an Account Management, Technical Support, or similar client-facing role where you are the primary POC for a strategic customer
• Consistently meets/exceeds all KPIs for role
• Displays a high sense of urgency as needed by customers and the business
• Advanced knowledge/experience with deliverability
• Employee has been in good standing for the last 6 months
• Has displayed ability in recommending new solutions to customers that result in additional revenue to the company, while in turn, bettering the customer experience
• Displayed flexibility to work days, evenings, nights, weekends, and/or holidays as needed by the business and/or customer base
• Familiarity with the company’s infrastructure and internal services

Big plus!

• A technical understanding of email and email delivery 
• Experience with a programming language such as Python or PHP and scripting
• Bachelor's degree

Our corporate language is English, please submit your application in English.

Are you ready? Join us on our journey!

About the recruitment process

To help us place the right people in the right role, we believe in science-based and fair assessment methods. We follow a competence-based, structured interview process where your skills, experience, and attributes relevant to the role and Sinch will be assessed. As part of our recruitment process, pre-employment testing is used to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role. We acknowledge that there are two parties deciding in this process and welcome you to ask any questions you may have at any stage of the process.