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Enterprise Technical Account Manager

Mailgun


2 weeks ago

Job type: Full-time

Hiring from: USA Only

Category: Sales


An Enterprise Technical Account Manager at Mailgun is what we like to call a customer advocate for our clients utilizing our Deliverability service. An Enterprise TAM is responsible for owning the relationship with their clients and any and all of the client’s issues from understanding what the issue is, to effectively communicating to any internal stakeholders, and following through to resolution of the issue. The Enterprise TAM is the primary dedicated POC for their clients and are critical in keeping their clients engaged and helping Mailgun meet its retention goals.

 

Responsibilities

  • Collaborate directly with the Sales team to onboard new and existing customers into the Managed service
  • Work closely with clients to understand their business and how it relates to email so that the client can effectively use Mailgun to reach their business goals
  • Build multi-level relationships including senior customer contacts and key decision makers and stakeholders
  • Regular travel (post-COVID) in region and sometimes outside region to conduct customer onsite visits
  • Work closely with clients to ensure they understand and are able to implement email best practices that align with their business needs and to help improve overall email deliverability
  • Monitor and improve the reputation of our sending infrastructure to ensure delivery rates are always within an acceptable range
  • Mitigate blacklist issues at reputable anti-spam vendors in a timely manner in regards to your domain names. (Mailgun would handle IP related blacklist)
  • Use tools to proactively monitor Sender Scores, blacklists, delivery rates, etc and work with the client to fix any issues that may arise, as well as provide guidance on how to avoid these issues
  • Ensure clients and Mailgun are in compliance with service level agreement (SLAs), terms of service (TOS), acceptable use policy (AUP)
  • Work with the Sales team to identify revenue growth opportunities through utilization of new services and/or contract renewals
  • Develop and maintain strong product knowledge of Mailgun and its competitors to properly support their clients, as well as evangelize new product features as they are released
  • Investigate, diagnose and remediate delivery and deliverability issues by working with customers, internal teams, internet service providers (ISPs), and anti-spam vendors
  • Participate in email and anti-spam groups to keep informed of industry trends
  • Attend and represent at industry events such as M3AAWG

Requirements

  • Ability to create and maintain strong relationships with both clients and internal teams
  • Strong technical background with the ability to effectively communicate issues to a wide variety of client contacts
  • Experience with email systems, DNS, Telnet, APIs
  • Strong project and time management skills, to include prioritization of multiple tasks across dozens of clients
  • Excellent communication (verbal and written), critical thinking and analytical skills
  • 5+ years of experience in an Account Management, Technical Support or similar client facing role where you are the primary POC for a strategic customer (a customer whose revenue is $1B+/year)
  • Strong organizational skills, ability to manage multiple deadlines, and strong conflict resolution skills required.

 

Preferred

  • A technical understanding of email and email delivery
  • Experience with a programming language such as Python or PHP and scripting
  • Bachelor's degree

Benefits

  • 5+ weeks PTO (treat yo’ self)
  • 8 paid holidays
  • Up to 100% Medical coverage for employees
  • Life insurance
  • Exclusive Gold’s Gym membership discounts
  • 12 weeks paid Maternity Leave for birth mothers
  • 4 weeks paid Parental Leave for parents, including through adoption or foster care
  • 401k with employer match
  • 24/7 parking for downtown San Antonio office
  • Limitless supply of Topo Chico in the San Antonio Office
  • Weston Centre Member Card for exclusive restaurant & hotel discounts in San Antonio

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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