Location Qualifications: EMEA/ US, hybrid
About the role
We are looking for a Consultant, Technical Account Management to be the primary point of contact for the technical aspects of our customers’ relationship with Showpad. You will ensure customer success by understanding their technical requirements and business objectives and aligning them with our products and services.
This role requires a strong technical background, proactive planning and programme management, excellent communication skills, and the ability to build and maintain relationships with customers and internal teams. You will report into the Global Director, Managed Services.
Key Responsibilities
- Customer Engagement: Build strong relationships with key customer stakeholders. Run regular check-ins and reviews to understand goals and challenges, demonstrate progress, reconfirm priorities, and agree on next steps. Prepare thoroughly, share an agenda beforehand and a summary afterwards, and navigate customer politics and conflicts diplomatically.
- Technical Product Expertise: Maintain a deep understanding of Showpad products, and fluently demonstrate capabilities, new releases, and upcoming features and how they benefit the customer’s Sales Enablement practice. Provide technical guidance and issue management so customers maximise value and maintain strong instance health. Position Showpad’s eOS use cases for each customer’s account, persona, and industry, and act as the expert on Instance Health reports and the next steps they recommend.
- Program Management: Establish agreed instance health improvement and project plans aligned to customer goals, and hold stakeholders accountable for the timeline. Request supporting Consultants as needed while remaining accountable for quality and delivery. Report on the goals and metrics set at the start of the relationship, including status across all services engagements and remaining service credits.
- Strategic Planning: Use instance health and enablement maturity dashboards to identify areas for improvement and prioritise them based on impact, within the context of each customer’s goals, priorities, and budget. Maintain high-quality, comprehensive instance plans for key accounts.
- Operational Excellence: Follow established project processes and workflows to a high standard, particularly for instance health and enablement maturity assessments. Keep accurate, complete records of customer interactions, issues, and resolutions in our PSA tool, and meet the minimum target billable utilisation rate.
- Internal Collaboration: Work closely with Customer Success, Support, Product, and Account Executives so the full account team is aligned on customer projects, needs, and account health. Share best practices, and advocate for your customers by feeding insight back into our products and flagging commercial opportunities.
Required Skills
- Experience Level: Experience in Technical Account Management or a similar customer-facing technical role, with a demonstrated ability to manage multiple customer accounts and priorities simultaneously.
- Education: Bachelor’s degree in a relevant technical field or equivalent work experience.
- Industry Experience: Understanding of the tech industry, ideally within Sales Enablement.
- Technical Skills: SaaS experience with a working understanding of APIs, webhooks, and integrations, and the technical aptitude to understand and communicate complex technical concepts.
- Customer Outcomes: Ability to understand customer goals and translate them into measurable metrics.
- Communication: Excellent interpersonal and communication skills, both verbal and written.
- Work Style: Results-driven, proactive, and customer-first problem solver who thrives in the balance of autonomy and collaboration, takes ownership and accountability, can zoom out to the larger strategy, and acts as a strong culture carrier within the team and wider company.
Company Highlights:
Welcome to the new era of revenue effectiveness. The merger of Showpad and Bigtincan is creating the first AI-powered platform to strengthen the entire field selling motion.
By unifying two industry-acclaimed solutions for content, readiness, engagement, and intelligence into a single operating system, we are delivering unrivaled scale and accelerated growth for our 2,000+ combined customers worldwide, including leaders in manufacturing (Dow, Dupont), healthcare (Fujifilm, Kaiser Permanente, Johnson&Johnson), CPG (Smucker’s, Mitsubishi, Stanley Black & Decker), and enterprise tech (HID, CultureAmp, LastPass).
Acclaimed by analysts and adored by customers, we’re recognized as a Leader in the Forrester Wave™ Revenue Enablement Platforms, honored by Gartner as a Customers’ Choice in Revenue Enablement Platforms, and, together, endorsed by nearly 3,000 5-star customer reviews on G2.
United, we’re focused on powering the next generation of field selling success through a more holistic engine that creates lasting value for our customers and a new vision for our category.
Discover the revenue team outcomes we’re driving together at showpad.com.
