Manager, Technical Account Management
Ibotta is seeking a Manager of Technical Account Management (TAM) in support of the Ibotta Performance Network (IPN) to join our innovative team and contribute to our mission to Make Every Purchase Rewarding.
The mission for this role is, do everything possible to enable the TAM team to optimize a partner’s success. The success of our partners is instrumental into Ibotta’s success as a company. The primary focus of the TAM team is to act as the single technical operations interface connecting partners with our larger organization, fomenting this mission. TAMs proactively anticipate and solve problems, drive automation & operational efficiency, and relentlessly execute improvements to our partners' experience.
This position is located in Denver, Colorado as a hybrid position requiring 3 days in office, (Tuesday, Wednesday, and Thursday). Candidates must live in the United States.
What you will be doing:
As a TAM Manager, you will be responsible for the people management of the TAMs, TAM operations, as well as serving as the Voice of the Customer, championing their business and technical requisites as needed.
Championing customers business and technical requisites for achieving success
Technical and operational requirements gathering and customer education
Planning and coordination with Ibotta’s Strategic Partner Management function and other Ibotta cross functional teams including UX Design, Solution Architecture, Product and Engineering
Technical consulting about implementation, technical issues, and upgrades/improvements
Planning, and resourcing of partner-facing Ibotta-specific technical operations and implementations
SLA monitoring & adherence
Cost and operational complexity minimization
Development and maintenance of IPN partner-specific runbooks & playbooks
Upgrades and new development
Technical roadmap planning
Further enhancing TAM incident response processes
Develop strategic relationships with key stakeholders (e.g., C-Suite and IT team) to understand a customer’s business and develop strategic roadmaps. Lead quarterly business reviews and executive sessions to better understand business and technical needs
Preparation and delivery of technology-related elements for account reviews and discussions
Pioneering the integration of novel tools and procedures to internally optimize cost/performance, all while continually enhancing the value we deliver to our partners and further empowering their accomplishments within the IPN
Ensure overall technical progress and operational success for the partner on IPN
Embrace and uphold Ibotta’s Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & A good idea can come from anywhere
What we are looking for:
3- 5+ years of people management experience in TAM or customer-facing teams in a technical partner management organization
5-10+ years of professional experience; Ideally, significant time in a client-facing technical role; Prior experience as a TAM or similar role for a SaaS platform is ideal
Bachelor’s degree required. Preferably in Computer Science, Engineering, Analytics or a related field
AWS experience highly preferred
Professional communication skills (verbal and written), both internally and externally, specifically with executive leadership
Experienced problem solver
Proven track record of working cross-functionally towards shared goals and delivering meaningful impact
Excellent attention to detail, the ability to identify areas of improvement and the drive to put those changes into motion
Analytical skills to interpret and communicate data from dashboards, alerts, and monitoring systems
Understanding of logging and monitoring systems such as DataDog, etc.