Senior Technical Account Manager at contentsquare

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other. Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. Any communication from our in house Talent Acquisition team will only ever come from our contentsquare.com or @contentsquare-ext.com domain. For more information, visit our careers blog. About the job: Contentsquare is anticipating the need for a Technical Account Manager (TAM) to join our team and help provide white-glove support for our customers in Japan. Contentsquare’s TAMs are technically skilled, love working with customers, well organized, detail oriented and creative problem solvers. You will have the opportunity to collaborate with our marquee customers while working on challenging problems and managing complex projects. This position offers a great opportunity for an individual to grow their career within the growing Customer Support team. If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical and soft skills, while working with some of the largest companies out there, we want to meet you. What you’ll do: Account Management: • Serve as the primary technical point of contact and trusted advisor for a portfolio of marquee enterprise accounts in Japan • Work closely with Account Executives, Solutions Consultants, Customer Success Managers, and Adoption Managers to align on client objectives and drive success • Engage with client stakeholders across all levels, from developers and product managers to e-commerce executives and C-suite • Host recurring meetings and business reviews with customers • Act as an internal champion for your customers across all Contentsquare teams (Sales, Product, Engineering, Support) • Handle escalation management and triage critical issues in conjunction with the Customer Support team • Scope and perform project management for large Contentsquare initiatives within your accounts • Create and maintain customer account plans, including documentation on key configuration details, usage patterns, and success milestones • Ensure customers are following Contentsquare best practices and maximizing product adoption Implementation & Onboarding • Act as a technical project manager to onboard new clients and successfully implement the Contentsquare products they have purchased • Define and validate implementation scope and use cases with customers during the onboarding phase • Proactively manage expectations of both customers and internal stakeholders throughout onboarding and deployment • Drive customers toward data collection as part of Contentsquare's "Race to Data Collection" initiative • Oversee end-to-end deployment including implementation, testing, and enablement guidance, ensuring swift product delivery and time-to-value • Maintain and update customer project plans using enterprise project management tooling (e.g., Rocketlane) • Provide Contentsquare platform configuration and administration assistance • Support regional partners as they oversee Contentsquare deployments for their end customers What you’ll need to succeed: • Minimum 5 years of experience in a customer-facing technical role, such as Technical Account Management, Implementation, or Engagement Management, preferably within a SaaS company • Fluency in both Japanese and English (written and verbal) is required; you will serve Japanese enterprise clients while collaborating with a global internal team • Strong proficiency in JavaScript, HTML, and CSS: ability to understand website development and work collaboratively with product and engineering teams • Experience with project management methodologies (Agile, Waterfall, etc.) and managing multiple concurrent projects • Ability to define, create, and follow integration Statements of Work (SOWs) • Excellent written and verbal communication skills, with the ability to tailor messaging from technical teams to C-level executives • Strong analytical and problem-solving skills • Experience working in a fast-paced, global, cross-functional SaaS environment What makes you stand out: • Bachelor's degree in Computer Science, Information Technology, or equivalent experience • Experience with tools such as JIRA, Zendesk, Salesforce, or Rocketlane • Background in a SaaS MarTech, AdTech, or Digital Analytics environment • Prior experience working with Japanese enterprise clients in industries such as e-commerce, retail, travel, or financial services Why you should join Contentsquare We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs. Here are a few we want to highlight: - Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year - Work flexibility: hybrid and remote work policies - Generous paid time-off policy (every location is different) - Lifestyle allowance - A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work - Every full-time employee receives stock options, allowing them to share in the company’s success - We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts - And more benefits tailored to each country Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.  Your personal data will be securely stored in our hosting provider’s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws. Contentsquare may use AI-assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.