Senior Technical Account Manager


San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/06/2021
  • Website:
  • Company Address: 51 Federal Street Suite 401, San Francisco, CA, 94107

About Rollbar

Rollbar helps developers deploy better software, faster, with solutions that identify, prioritize and resolve coding errors. Rollbar works alongside a development team's existing tool chain to give greater coverage and insights into broken code, across the development lifecycle.

Job Description

At Rollbar, our mission is to help developers build software quickly and painlessly. We are a ~80-person team based in San Francisco, Barcelona, and Budapest. Over 100,000 developers use our product to innovate faster and decrease time to market while maintaining best-in-class customer experience. Rollbar is used by some of the best engineering teams in the world, including Twilio, Salesforce, Zendesk, and Twitch. 
We are looking for a passionate, technically savvy, entrepreneurial, and self-motivated Senior Technical Account Manager with demonstrated and successful account management skills and a growth-focus mindset. The ideal candidate has a consultative account management approach, with a background in a SaaS or services company with experience selling and or supporting technology products and/or services, and is capable of thriving in a dynamic work environment.
As a Senior Technical Account Manager, you will be responsible for ensuring our Strategic and High Growth Customers’ success by driving progress aligned with their business outcomes, identifying and enabling the customer in their current and future Rollbar use cases and expanding ROI with Rollbar.
As part of the wider account team you will provide various services to ensure that customers get the best value possible out of their relationship with Rollbar and their utilization of its product and services. These services typically include the following: regular cadence calls, account health checks, “Brown bag” trainings, EBRs.

You will:

    • Ongoing customer consultation - Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization and consumed content, etc. Take corrective actions in a timely manner based on this visibility, and make strategic recommendations to help customers be more successful.
    • Influence change within customers to drive adoption of best practices and successful implementation along with our Customer Engineering team.
    • Prepare and facilitate business review meetings, onboarding, training, webinars, demos, and other strategic and supportive interactions.
    • Identify opportunities for customers to act as Rollbar’s advocates (e.g. testimonials, case studies)
    • Predict and forecast risk, renewal, and expansion within your Book of Business.
    • Collaborate with Account Executives, Customer Engineers, and Product Managers to ensure effective execution of customer success plans and make progress on the growth strategy.
    • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
    • Meet and exceed targets defined by the business.
    • Document all customer activities and insights in ChurnZero.
    • Other duties as assigned by leadership.

You have:

    • Ability to perform a strategic discovery with customers, uncover their business objectives, articulate the ROI around achieving those objectives, and then build a plan to achieve those outcomes.
    • Deep understanding of a successful customer success motion - able to execute the adoption process to drive customer health.
    • Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.
    • Self-identifies opportunities for improvement within the customer base and internally. Come up with creative solutions to problems beyond provided playbooks. Takes the initiative to make a change.
    • Organized and capable of highly effective time management in an entrepreneurial environment.
    • Advanced technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.
    • Excellent presentation & listening skills.
    • Four-year University / Bachelor's Degree in Sales, or equivalent professional experience
    • 5 years of progressive CS or similar field (sales, pro services, consulting, technical enablement)
    • Comfortable working with a remote team (Budapest, US)
    • Experience implementing new processes within customer success

Benefits and perks:

    • Competitive salary and stock options
    • Medical, dental and vision insurance
    • Parental leave: 12 weeks
    • Generous hardware, software, and home office set up allowance
    • Casual work environment
    • Inclusive team-oriented culture
    • Have fun and make an impact

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.