Technical Account Manager

About the role

This role is dedicated to supporting client satisfaction and fostering long-term loyalty by building strong relationships and delivering exceptional service to small to mid-market clients and specific accounts. The ideal candidate will excel in a startup environment, demonstrating a proactive approach to customer success within a SaaS company. The position involves understanding client needs, providing tailored solutions, and ensuring clients derive maximum value from ClickUp's platform. The successful candidate will work closely with clients to develop engagement strategies, troubleshoot issues, and identify opportunities for growth, all while collaborating with internal teams to optimize the customer experience.

Key facts

What you'll do

• Develop and manage comprehensive engagement plans for a diverse portfolio of clients, employing both broad strategies and tailored approaches to meet individual client needs.
• Lead detailed discovery sessions to thoroughly understand customer requirements, workflows, and pain points, translating these insights into actionable success strategies.
• Build and nurture trusted relationships with key stakeholders within client organizations, identifying and cultivating client champions who can advocate for ClickUp's solutions and facilitate adoption.
• Collect, analyze, and interpret functional and technical requirements from clients, then translate these into customized ClickUp solutions that address their specific business challenges.
• Act as a product expert, providing guidance and best practices to clients on how to leverage ClickUp's features effectively to streamline workflows, improve productivity, and solve complex operational problems.
• Monitor and analyze customer product usage data, identifying patterns and insights that can inform recommendations for process improvements and increased adoption.
• Conduct return on investment (ROI) analyses to demonstrate the tangible benefits of using ClickUp, helping clients see the value and impact of the platform on their business outcomes.
• Engage proactively with clients to review progress, address any roadblocks, and uncover new opportunities for expansion or increased engagement.
• Collaborate with clients to establish clear business goals, success metrics, and timelines, ensuring alignment and setting expectations for ongoing success.
• Prioritize the customer experience by leading with a service-oriented mindset, setting an example for others, and ensuring adherence to company policies and procedures.
• Contribute to the development, refinement, and optimization of regional and global operational processes to improve efficiency and service quality.

Requirements

• At least 2 years of experience in a customer-facing SaaS role, ideally within Customer Success or Account Management functions.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients across various levels and segments.
• Resilient and adaptable, capable of thriving in a fast-paced startup environment that demands flexibility and proactive problem-solving.
• Solid understanding of industry-specific workflows, particularly in services, software development, marketing, and project management offices (PMO).
• Proven experience working collaboratively with cross-functional teams such as Marketing, Finance, Product, Sales, and Support to achieve shared customer success outcomes.
• Ability to operate effectively within regional time zones, managing expectations and scheduling accordingly.
• A positive attitude, self-driven mindset, proactive approach, empathetic nature, and high energy to motivate clients and internal teams alike.

Nice to have

• Experience with SaaS customer success platforms and tools, enhancing the ability to deliver scalable and efficient support.
• Familiarity with industry-specific software workflows, especially in marketing, finance, or project management sectors.
• Prior experience supporting clients in industries such as marketing, finance, or software development, providing relevant context for customer needs.
• Knowledge of best practices in customer onboarding, training, and retention strategies to maximize client engagement.
• Ability to analyze customer data and translate insights into actionable business recommendations.

Skills & tools

• CRM systems
• Salesforce
• Tableau
• Outreach
• Apollo
• Front

Practical notes

• Visa sponsorship is not available for this role, as it is outside of engineering and product functions.
• ClickUp employs AI and machine learning technologies to assist in reviewing and screening applications, but final hiring decisions are made by human recruiters.
• All official communication regarding this role will come from an @clickup.com email address or through the official careers portal.
• The role is on-site at the Philippines office, and candidates should be prepared to work in that environment.
• The position requires a proactive, customer-focused mindset, with the ability to manage multiple client relationships simultaneously.
• Candidates should be comfortable working within regional time zones and coordinating with global teams to ensure seamless customer support and success initiatives.

About the company

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