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Director, Technical Account Management, AMER

Braze

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Posted over 30 days ago...

Lead a Dynamic Team in Transforming Customer Engagement Strategies at Braze

Overview

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No salary declared 😔

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Chicago

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Join Braze, a customer engagement powerhouse fostering work-life harmony and recognized as a Great Place to Work®, where your leadership in Technical Account Management will shape the future of customer interactions for top-tier clients. Embrace the opportunity to drive innovation, operational excellence, and team success in a vibrant and rapidly growing global company.

Organisation summary:

  • Braze is a cutting-edge customer engagement platform that forges lasting relationships between brands and consumers.
  • Internationally acclaimed, with numerous workplace awards and a commitment to diversity and inclusion.
  • Headquartered in New York City, with a global presence across multiple continents and a culture celebrating transparency and collaboration.

Role Summary:

  • Develop regional strategies and forecasts aligned with company goals.
  • Oversee financial performance, including budget management and renewal strategies.
  • Build strong internal and external relationships and ensure customer satisfaction.
  • Lead complex business challenges with data-driven decision-making.
  • Drive the TAM sales motion and support collaborative services pitching.
  • Manage resource allocation, strategic hiring, and talent development within the region.
  • Maintain compliance with regulatory and company standards.

Role Requirements:

  • Proven experience in technical account management or customer success.
  • Strong leadership skills with a minimum of 3 years in a managerial role.
  • Technical acumen and the ability to simplify complex technical concepts.
  • Exceptional communication and relationship-building at a senior level.
  • Understanding of customer engagement platforms and the SaaS ecosystem.
  • Background in technology or business with relevant education or experience.
  • Financial and resource management proficiency.

Join us and contribute to a company where your expertise will be celebrated and you'll be part of a team that's shaping the future of customer engagement.

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT WE'RE LOOKING FOR

Our vision is to transform our customer’s engagement strategies by delivering best-in-class Technical Account Management services for Braze’s most strategic customers. As the Director of Technical Account Management for the Americas region, you will lead a high performing team of Leaders and Senior team members, overseeing the regional performance against the team’s strategic charter. You will be responsible for driving servicing and operational excellence, setting the vision and direction for the team, fostering innovation, and building a culture of continuous improvement and technical expertise across your region. We’re looking for someone who is passionate about problem solving, building a winning team and function, and striving for excellence in a dynamic and fast-paced environment. Our customers are equally as passionate about our Technical Account Management services, and with your leadership we envision a future where we unlock even more value for our customers around the world.

KEY RESPONSIBILITIES

  • Develop and implement regional forecasts and strategies aligned with broader department and company objectives.
  • Manage regional financial performance, including budget planning and cost management, delivery against forecast, and execution of renewals strategies. 
  • Manage key relationships both internally and externally, driving strategic partnerships and customer satisfaction.
  • Communicate effectively with all stakeholders, representing Braze and TAM’s interests in complex customer escalations. 
  • Navigate complex business challenges, making high-stakes decisions based on foresight and data.
  • Support and deliver the TAM sales motion and positioning, from deal qualification to collaborative Services pitching, right through to successful deal close. 
  • Oversee resource management for your region, including strategic hiring, talent development strategies and effective resource allocation.
  • Ensure compliance with regulatory standards and Braze policies.

WHAT YOU HAVE 

  • Strategic Planning and Execution - Can create, execute, and oversee long-term strategies that align with the department and company objectives. 
  • Executive Communication - Can effectively communicate with senior leadership and other key stakeholders across the business.
  • Leadership & People Development - Recruits, motivates and develops a high-performing team of Technical Account Managers; Excels in coaching and mentoring, and is able foster an environment of continuous learning and adaptation to evolving customer needs and technology trends.
  • Customer Success Mindset: Ensure the TAM team provides exceptional servicing and account management that drives high value creation for our customer base. 
  • Collaboration and Influence: Work closely with cross-functional teams, including Sales, Customer Success, Product & Engineering, to drive successful outcomes for customers and for TAM
  • Operational Excellence: Optimize team workflows and processes for efficiency and effectiveness, implementing metrics and KPIs to measure team performance and customer success outcomes.This includes compliance oversight, ensuring adherence to regulatory and company standards, rules, and regulations, e.g., Services attestation/auditing.
  • Financial Management - Able to manage budgets, deliver against a forecast, understand the financial implications of decisions, and identify efficiency and cost optimization opportunities.
  • Resource Management - Able to effectively allocate resources based on the needs of the business, and manage workload across the team to optimize productivity.

Experience: 

  • 8+ years of experience in technical account management, customer success, or a related field, with at least 3 years in a leadership role.
  • A proven ability to recruit, retain, inspire, and develop top talent.
  • Demonstrated ability to lead and inspire a team in a fast-paced, technology-driven environment.
  • Strong technical acumen and the ability to translate complex technical concepts into actionable strategies.
  • Excellent communication and interpersonal skills, with a proven track record of building strong relationships with key stakeholders at a senior leve, and managing customer escalations. 
  • An understanding of customer engagement platforms, digital marketing strategies, and the broader SaaS ecosystem.
  • A background in technology or business through either a technical degree (e.g., in Computer Science, Business, Engineering, or a related field) or substantial career experience in technical roles.
  • While a Master’s degree in a relevant field can be beneficial, we equally value the depth of experience and the practical skills acquired through direct involvement in managing a team of client-facing roles, a strong track record of superior project management experience, and a successful track record in Customer Success.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $153,000 and $170,000/year with an expected On Target Earnings (OTE) between $180,000 and $200,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company

WHAT WE OFFER

Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.

From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.

  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
  • Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
  • Employee Resource Groups that provide supportive communities within Braze
  • Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #3 on Great Place to Work UK’s 2024 Best Workplaces (Large), #3 on Great Place to Work UK’s 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work’s 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK’s 2023 Best Workplaces for Women (Large), #19 on Fortune’s 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK’s 2023 Best Workplaces in Tech.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.

Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.

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