Technical Account Manager

Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally.  This role would require you to work in a North American Time Zone.  

The Technical Account Manager fills a critical role within Retail Zipline. This person is responsible for providing in-depth technical support, training, and guidance to ensure customers fully utilize the product's features, achieve their business goals, and maintain high satisfaction levels by deeply understanding their technical needs and tailoring solutions accordingly. Only seeking self-starters that are independent thinkers and who love building and developing relationships with others!

Key Responsibilities:

• Collaborating with Account Management and engineering teams to design and implement solutions that align with client needs and objectives
• Provide technical support to customers as part of the pre-sales and post-sales procedures.
• Work with clients to ensure their understanding of the usage of products.
• Consult with clients to understand challenges and needs to be addressed
• Assist consumers with technical requests and resolve any technical issues that arise.
• Evaluating customer needs to suggest upgrades or additional features
• Establish strong customer relationships, particularly with key stakeholders and sponsors.
• Design holistic solutions that seamlessly meet customer needs and requirements
• Define job descriptions, responsibilities, and requirements for a given solution
• Assist developers with customers’ suggestions and feedback to help determine potential new products and features.
• Manage and implement technical solutions and upgrades like third party integrations, data feeds, and more

Must-haves:

• 4+ years providing technical support for accounts in a B2B SaaS environment, ideally with retail as a vertical.
• Preferably, experience in Retail, working with retail customers or in Headquarters
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Experience in delivering client-focused solutions based on customer needs
• Ability to manage multiple projects at a time while paying strict attention to detail
• Experience with project management software such as Basecamp, Asana, Jira, etc.
• Technical experience delivering integrations, data feeds, and working with API’s
• Has deep knowledge of SaaS application development, distributed systems, and release/version management.
• Excels at learning new software quickly and often has an intuitive knowledge about how product features work.
• Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills a must.
• Outstanding listening and writing skills. 
• A keen ability to translate complex concepts into simple and intuitive communication.
• Familiarity or professional work experience with Ruby on Rails, Web Services, API, PostgreSQL/MySQL, and IP based protocols
• Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers.
• A strong track record for managing relationships and supporting their onboarding efforts.
• Demonstrates work behaviors such as self-motivation, dependability, and dedication.
• Highly organized. 

Employee Benefits

• Stock Options
• Paid Flexible Time Off (including time off to care for family members, as well as Sick Time)
• Paid Parental Leave Benefit
• Group Health Insurance (Medical, Vision, and Dental) with a variety of PPO & HMO plans and a flexible spending account
• 401(k) Retirement Plan
• 100% Paid Life and Long-Term Disability Insurance

The “Extras”

• Remote Work: Join a flexible, effective remote team and work where you’re comfortable- literally anywhere! We’ve had Zipliners join us from vans, RVs, sailboats, and AirBnBs around the globe.
• Computer accessories and office setup: There’s a science to being effective at home and we help you get there with the right equipment and accessories that you need.
• Company off-sites: Most years we come together (IRL!). Past retreats were held in Santa Cruz, New York, Mexico City, Puerto Vallarta, and Costa Rica.
• Education stipends: We believe in perpetual learning! If there’s a class that you want to take or a book that will help you expand your horizons, we’ll support it, as long as it fits within our team budgets.
• Coffee Stipend: To encourage breaks and a change of scenery, we provide a small stipend each month to get you out of the house and relax at your favorite coffee spot.

A note on our Flexible Time Off Policy - We don’t have a set number of “Days Off” at Zipline, and instead Zipliners request time off when and as they need it, under a Flexible Time Off Policy. Each request is then reviewed by your manager and a decision is made with all of the appropriate business considerations accounted for. Typically, we see Zipliners using 15-25 days per year, and it’s important to note that time off is not unlimited.

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal-opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Got More Time, here’s more about Zipline!

How do we work? Remotely. We have been 100% remote since the company was founded. We come together as a company every week for our Wednesday Socials, where the topic can be a classic “Standup” format, a micro-learning around burnout and mental health, followed by discussion, or silly trivia…and anything in between! Some Fridays, we come together to learn from each other. One week it might be about opossum rescue. Another week it might be an update on our product roadmap or the results of our customer satisfaction survey. We are all expert Zoom navigators, and love the freedom of working from anywhere, using technology to connect.

With Zipline, retail employees feel more connected, understand the role they play in the brand’s mission, and feel good about the work they’re doing. This is important to us because retail is one of America's most populous workforces but also one of the most underserved. Through Zipline, we can touch on one in four American workers whose jobs and needs are often underrepresented.

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve how this 4.4 trillion dollar industry communicates with its store employees. Cumbersome, slow, and inefficient systems should not be the status quo. Help us retool retail, and Keep Today on Track™