LaunchDarkly · 1 day ago

Technical Account Manager - East/Central

Hybrid - US

Full-time

Onsite

Senior Level

$147K/yr - $204K/yr

6+ years exp

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Responsibilities

Trusted Advisor: You understand our customers like no other. A proven track record of uncovering and managing top-line corporate objectives. Your technical expertise in the DevOps space allows you to drive more holistic conversations with the clients toward more comprehensive solutions. Armed with that information, you’re able to provide frameworks and guidance on change management which get them to consider additional core services that fit their overall business goals and guide them towards a more advanced and valuable implementation of LaunchDarkly.

Expand your network: Driving the optimal experience for our customers requires working closely with our counterparts at technical partners being leveraged by our clients. The better together conversation drives a much more comprehensive solution for our customers and can reduce the change management burden immensely.

Detect and Diagnose risks and develop plans: You’ll work to proactively identify and diagnose risks that may inhibit a customer’s success and work with the account management team to get the customer back on track. You’ll identify possible churn or contraction risk early and work with the wider account and renewal management team on revenue forecasting and mitigation plans.

Prescriptively Sell: Evaluate and analyze customer needs and regularly, maintaining a pulse on how our customers are tracking against their key goals and outcomes. You will identify opportunities for customers to purchase additional products, services and adopt new features needed for them to maximize the value of our solution.

Plan successful onboarding and adoption with prospective customers: You will meet with customers late in the sales cycle in order to familiarize yourself with their goals and collaborate on a prescriptive success plan that will maximize their time-to-value with LaunchDarkly. Our team works across numerous client stakeholders and is responsible for simplifying the plan to meet all parties' needs in our largest customers.

Own the onboarding process for new customers: You will shepherd in new customers from the sales handoff until we’ve met our obligations during the onboarding period. You will educate customers on how to use LaunchDarkly to get the most value and success while adhering to best practices and guiding principles. The goal is to shorten the time to value through successful onboarding!

Document: As your customers successfully onboard and adopt our platform, you’ll be responsible for documenting the process so that we can validate our success with key stakeholders, demonstrate real value, and expand our influence in partnership with our internal counterparts.

Build Champions & Executive Relationships: You will identify & support key advocates within the organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value-driven insights to gain sponsorship at an Executive level. To excel in this area, you should have experience working closely with both internal and external executives and carry an executive presence.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementChange ManagementTechnical Account ManagementScripting LanguagesCI/CD ProcessesGitAgile FrameworksProject ManagementMEDDICC Sales FrameworkDocumentation Skills

Required

6+ years in a customer-facing role, ideally in onboarding/implementation, account/technical account management, customer/partner success, or customer support, with a track record of top performance.

Experience managing and navigating large Fortune 500 firms and leading change management initiatives.

Comfortable scripting languages like JS, Python, .NET, or Java.

Familiarity with CI/CD processes and working with version control in Git. Additional familiarity with observability and SRE practices will help drive holistic conversations with customers.

Understanding of Agile frameworks (additional frameworks such as ITIL are an added benefit) and the ability to spot bottlenecks in practices.

You are used to project managing customers and holding cross-functional teams accountable to a timeline.

Ability to balance the reactive with the proactive and prescriptive, knowing how and when to drive accountability and urgency with your customers with empathy. Additionally, understanding how and when to leverage scaled resources to achieve the optimal customer experience and outcome.

Diplomacy, tact, and poise under pressure when working through customer issues and escalations.

Ability to be an active listener while taking a thoughtful approach to addressing customer concerns, including the creation of customer-facing content for short and long-term solutions.

Ability to quickly learn technical product use cases and detect customer cues to effectively position potential solutions.

Understanding of the MEDDICC sales framework and Command of the Message are valuable in this role as you continue to help drive our mission toward growing our customer base.

Ability to successfully advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer's requests and the company's vision.

Comfortable with traveling, we build our best relationships when sitting down in person with our customers. You’ll get on the road with the account team to foster a standout customer experience together.