Technical Account Manager (TAM)

About Blockaid

Blockaid is at the forefront of enabling trust in the blockchain and Web3 ecosystem. Our mission is to provide unparalleled security and trust solutions that safeguard assets and ensure the integrity of on-chain interactions. We are building a platform that secures digital wallets, smart contracts, tokens, and externally owned accounts (EOAs) by providing real-time detection, monitoring, and response capabilities.

As our company continues to grow, we are seeking a self-motivated and technically skilled Technical Account Manager (TAM) to join our expanding team.

As a TAM, you will be the primary point of contact for assigned accounts, handling technical support, troubleshooting, and guidance throughout the customer lifecycle. This is a unique opportunity to shape the role within a dynamic environment where you will be instrumental in establishing the foundation of our customer success strategy.

Responsibilities:

• Own the customer relationship: Act as the single point of contact for assigned accounts, providing expert technical guidance and support.
• Lead onboarding and integration: Manage the end-to-end process for the technical onboarding and integration of our products, ensuring smooth deployment and customer satisfaction.
• Provide proactive support: Identify potential issues early and work with customers to implement proactive solutions that prevent major disruptions.
• Drive customer success: Ensure customers are maximizing the value from our products by monitoring their ongoing success, providing best practices, and recommending solutions tailored to their needs.
• Troubleshoot and resolve technical issues: Quickly diagnose and resolve complex technical issues, leveraging your technical expertise and available resources.
• Customer training and education: Conduct product demos, training sessions, and technical workshops to help customers understand and utilize our solutions effectively.
• Build and maintain strong client relationships: Develop a deep understanding of each customer's technical environment and business goals to act as a trusted advisor.
• Collaborate across teams: Although the role is independent, collaborate closely with internal teams such as sales, engineering, and product development to ensure customer needs are being met.
• Document and share insights: Create and maintain internal documentation related to customer accounts, technical solutions, and troubleshooting steps. Share insights with management for continuous improvement..
• Be the voice of the customer: Act as the internal advocate for customers, ensuring their needs and feedback are clearly communicated across the organization.

• 3+ years of experience in a technical support, engineering, or customer success role, preferably in a B2B or SaaS environment.
• Excellent communication skills with the ability to explain complex technical concepts to non-technical stakeholders and senior management.
• Proven experience in building and maintaining customer relationships, with a focus on ensuring customer satisfaction and long-term success.
• Self-starter with the ability to work independently and manage multiple priorities effectively.
• Problem-solving abilities and the ability to troubleshoot and resolve complex technical issues with limited guidance.
• Familiarity with project management tools and methodologies.
• Ability to handle multiple accounts simultaneously, providing tailored solutions to meet individual customer needs.

Why Join Us:

• Shape the role: Be part of a growing company where you’ll have the opportunity to shape and evolve the TAM function.
• Autonomy and Impact: Enjoy the autonomy to manage your accounts while having a significant impact on customer satisfaction and success.