Technical Account Manager (EMEA)

Job Description

Planhat is looking for an experienced Technical Account Manager to join us on our journey as we are revolutionizing Customer Success. We are in a hyper-growth phase driven by a platform loved and used by thousands of users across the world. This is a great opportunity to join an experienced and global team in an expansive phase.

As a TAM at Planhat, you will work closely with our customers and provide technical guidance and expertise on how to best set up and leverage Planhat software. Since this role interacts with nearly all of our clients’ internal departments—as well as multiple departments within Planhat—it is central to the success of both our clients and Planhat.

Working with our customers' users, developers, and management, you will build partnerships alongside our Customer Success Managers to ensure successful product implementation and adoption.

We are looking for a passionate person with deep technical capabilities to help solve complex technical challenges. You will be a Planhat expert, but also an expert in the tech stack of our customers, ensuring our platform runs seamlessly with our customers' other core systems.

As we already have Planhatters in the UK and Sweden, and would like to increase our presence there to best serve our customers - preferred candidate's location for this role is London/Stockholm. Majority of work can be done remotely but we see a value in being able to easily bring the team together from time to time (Hybrid work model)

Responsibilities

• Technical lead / support in pre-sales phase: Map out prospects data architecture, run technical validation, answer technical questions, set up POCs etc.
• Lead technical pieces of Planhat implementations and onboarding efforts; set up integrations, automations, data migrations or other tasks required depending on customer data architecture, tech stack and business needs
• Partner with Customer Success to ensure proper technical guidance and support throughout the customer lifecycle
• Help troubleshoot, identify, document, and track technical matters
• Work with product management and support as necessary when a solution does not meet the client’s needs
• Play an active role in contributing to product training processes, product documentation, technical webinars, etc.
• Gather intelligent product feedback and recommendations from customers to design and inform new features and capabilities
• Reporting to the Manager of Technical Account Management

What we can give you

• Remote-first work environment | Talent is blind to borders and so are we! Occasionally Hatters will travel to meet with teammates or clients, but it depends on the role.
• Planhat Adventures | We sponsor quarterly pop-up hubs around the globe for Hatters to gather to work and play together. Previous locations have included New York City, Colombia, Malibu, France, Greece, Lombok, and more.
• Flexible working hours | 3 factors impact when you work—customer/business needs, team working schedules, and personal preferences. We trust you to use your judgment and get your work done.
• Work-from-home setup | All employees receive a 13” Macbook Pro upon their start date with Planhat! Our Operations team will work with you to ensure you have any additional tools you need to work remotely with success.
• Flexible public holidays | We all celebrate different things in life— switch a public holiday for another day more aligned with who you are and what’s important to you.
• Paid parental leave | Up to 6 months, pending tenure with Planhat. As with all of our other policies, it’s gender-neutral. Also applicable to adoptive parents.