Technical Account Manager

About the role

Braze is seeking a Technical Account Manager to serve as a primary technical advisor for our enterprise and strategic clients. You will manage the technical lifecycle of your portfolio, ensuring customers maximize the value of our platform through expert guidance and strategic partnership. In this capacity, you will act as the central technical liaison between the client and the organization, translating complex platform capabilities into clear execution plans. You will own the technical relationship health and drive product adoption and maturity for the accounts assigned to you. The role requires a proactive approach to identifying risks and opportunities within the client's environment to ensure long term success. You will leverage deep product knowledge to align client objectives with the Braze platform roadmap. Ultimately, you will be responsible for ensuring that strategic customers achieve their desired business outcomes using the Braze ecosystem.

Key facts

What you'll do

• Partner with the Customer Success team to own the technical relationship and drive product adoption and maturity for assigned accounts.
• Guide clients through the instrumentation of the Braze platform across their existing technical stack to ensure seamless integration.
• Conduct discovery sessions to understand client use cases and recommend architectural solutions that align with business goals.
• Provide ongoing support for day-to-day technical inquiries and optimization requests to maintain high satisfaction levels.
• Deliver enablement and educational resources to empower client product and engineering teams to utilize the platform effectively.
• Create technical documentation, architectural diagrams, and manage project work streams to track progress and milestones.
• Validate technical feasibility for new product launches and relay client requirements to the internal Product team to influence development.
• Perform hands-on troubleshooting of complex issues that arise within the client's implementation to minimize downtime.
• Collaborate with internal stakeholders to coordinate releases and updates that impact the client's environment.
• Monitor platform usage metrics and identify opportunities for expansion or improved feature adoption.
• Facilitate workshops and training sessions to upskill the client's internal teams on best practices.
• Act as the escalation point for critical technical issues, coordinating with engineering and product specialists.
• Maintain detailed records of all technical interactions to ensure continuity and knowledge transfer.
• Forecast technical capacity needs and advise clients on scaling strategies as their user base grows.

Requirements

• 3-5 years of client-facing experience in a TAM, implementation, technical support, or solutions architecture role serving enterprise-level accounts.
• 3+ years of technical experience managing complex environments with proficiency in at least two of the following: SaaS, Mobile, API, or Programming.
• Strong communication skills with the ability to explain complex technical concepts to non-technical stakeholders in a clear and concise manner.
• Ability to manage multiple priorities and maintain productivity in a fast-paced environment without sacrificing quality.
• Proven experience working with SQL and data models to diagnose issues and support technical queries.
• Comfort with debugging integration issues using logs and API calls to resolve discrepancies efficiently.
• Understanding of mobile application lifecycle including build processes, app store deployments, and push notification services.
• Familiarity with cloud infrastructure concepts and RESTful API design principles to assess system architecture.
• Willingness to adhere to strict data privacy and security protocols to protect client information at all times.
• Capacity to read and interpret technical specifications and documentation provided by third party systems.
• Willingness to travel within the Toronto region as required for client meetings and on-site engagements.
• Commitment to adhering to contractual terms and service level agreements for all managed accounts.
• Ability to obtain and maintain necessary security clearances or background checks as required for the position.
• Willingness to participate in after hours or weekend support rotations if the business requires it for critical issues.

Nice to have

• Proficiency in languages other than English to support our global customer base and facilitate direct communication.

Practical notes

• The recruitment process utilizes AI-assisted tools for application screening and administrative tasks. Candidates have the right to request information or opt out of AI-assisted review by contacting talentdata.privacy@braze.com.
• Compensation includes a Total Rewards package with equity grants in the form of restricted stock units.
• Benefits include retirement plans, flexible paid time off, comprehensive medical/dental/vision coverage, family services, and professional development stipends.
• The recruitment process utilizes AI-assisted tools for application screening and administrative tasks. Candidates have the right to request information or opt out of AI-assisted review by contacting talentdata.privacy@braze.com.
• Work location is fixed in Toronto with no remote options available for this role.
• This is a full-time position requiring standard business hours plus availability for urgent client needs.
• Travel within the Toronto metropolitan area may be required for client site visits and workshops.
• Visa sponsorship is not available for this role at this time.
• Candidates must be authorized to work in Canada without sponsorship.
• The start date is contingent upon successful completion of background checks and reference verification.
• All technical documentation created by the role is owned by the company and subject to internal governance policies.
• The incumbent is expected to maintain current certification in Braze platform features as part of ongoing professional development.
• Performance reviews are conducted semi-annually with goals set in alignment with departmental objectives.
• This role reports directly to the Director of Customer Success and participates in cross functional project initiatives.
• Proficiency in additional languages is recognized as a strategic advantage for interacting with international client portfolios.
• The successful candidate will be required to sign a non-disclosure agreement regarding client information.
• Participation in quarterly business reviews is mandatory to assess client health scores and technical satisfaction.
• The Technical Account Manager is expected to utilize the Braze platform daily to test features and provide accurate feedback.
• Knowledge sharing sessions with other TAMs are encouraged to promote best practices and team cohesion.
• The role involves managing high touch relationships where retention and expansion are key performance indicators.
• All candidates must pass a criminal background check prior to final offer acceptance.
• The position requires a dedicated workspace within the Toronto office environment during core business hours.
• The Technical Account Manager is responsible for maintaining up to 50 active client accounts simultaneously.
• Fluency in reading and writing technical documentation is essential for success in this position.
• The candidate must be available to handle emergency outages that may occur outside of normal business hours.
• This role is exempt from standard overtime regulations due to the salaried position structure.
• The incumbent must complete a probationary period of 90 days before eligibility for promotion consideration.
• All interactions with clients must follow the company code of conduct and ethical guidelines.
• The role requires the use of video conferencing tools to maintain face to face client relationships remotely.
• The Technical Account Manager will interface with sales engineers to support pre sales activities.
• The candidate should have experience with A/B testing and campaign optimization methodologies.
• This position is critical for ensuring client retention and expansion within the Toronto market segment.
• The role demands a high level of self motivation to manage time effectively across multiple client engagements.
• Successful candidates will have experience working with CI/CD pipelines to understand deployment impacts.
• The Technical Account Manager must maintain accurate forecasting of client revenue and churn risk.
• Proficiency in analytics tools is required to interpret client usage data and drive insights.
• The candidate must be willing to attend a minimum of two industry conferences per year on behalf of the company.
• This role involves significant keyboard and monitor usage due to the nature of technical support activities.
• The Technical Account Manager is expected to contribute to the creation of case studies and success stories.
• All documentation must be version controlled and stored in the company knowledge base.
• The role requires a strong sense of ownership for client problems until resolution.
• The candidate must be comfortable working with stakeholders at all levels of the organization.
• This position demands the ability to switch context rapidly between client issues and internal meetings.
• The Technical Account Manager will participate in new employee onboarding as a subject matter expert.
• Proficiency in wireframing tools is beneficial for communicating user experience changes.
• The role involves managing service outages and coordinating communication with clients.
• The candidate must have a strong understanding of data governance policies and compliance requirements.
• This position requires the ability to work independently with minimal direct supervision.
• The Technical Account Manager will be evaluated on client satisfaction scores and retention metrics.
• The role demands a proactive approach to identifying cross sell and upsell opportunities.
• All technical proposals must undergo a review process before being presented to clients.
• The candidate must be willing to maintain a detailed activity log for audit purposes.
• This position requires participation in weekly sprint planning sessions with product teams.
• The Technical Account Manager is responsible for ensuring that client data remains accurate and current.
• The role involves conducting post implementation reviews to capture lessons learned.
• Proficiency in scripting languages is advantageous for automating repetitive tasks.
• This position requires adherence to strict change management procedures.
• The candidate must be able to communicate technical limitations to non technical audiences effectively.
• This role involves regular interaction with executive level stakeholders at client organizations.
• The Technical Account Manager will support the development of strategic account plans.
• The candidate must be prepared to handle confidential information with the highest level of discretion.
• This position requires the ability to manage concurrent projects with competing deadlines.
• The role involves analyzing competitive landscape to identify potential threats or opportunities.
• All travel arrangements must comply with company policies and expense guidelines.
• The Technical Account Manager will be responsible for maintaining up to date contact records in CRM systems.
• The candidate must be willing to provide referenc