Technical Account Manager at Taplytics (W14)
Optimize any platform and build better products for your customers!
Remote
Full-time
About Taplytics

Born at Y Combinator in Silicon Valley and now based in Toronto, Taplytics helps amazing companies like RBC, Zappos, Grubhub, and Chick-fil-A deliver incredible customer experiences with our intelligent suite of experimentation, engagement, and analytics solutions. Our platform runs on over a billion devices around the world and processes over a trillion monthly events. Big numbers, but we’re just getting started – growing our company from here is a complex and compelling challenge for the right person.

Our vision is a world where companies can deliver engaging and highly personalized experiences to all of their users, no matter which device they’re using. Experiences that feel like magic, make their users smile, and turn them into lifelong customers.

And the exciting part? The world is ready. Customers are demanding these experiences and companies are rapidly investing in the technology to make it happen.

But, we need your help. Taplytics is growing fast in Toronto and we are searching for the talent to make our dream a reality. Taplytics has a bright future. Come grow your career with us.

About the role

Born at Y Combinator alongside Airbnb, Dropbox, and DoorDash, Taplytics helps power the experiences within today's leading brands like RBC Royal Bank, Lookout, Grubhub, and Crate&Barrel to drive more revenue through their apps and websites.

A brainchild of Taplytics, DevCycle was created as a result of overwhelming feedback from our clients. DevCycle helps modern dev teams release code faster and safer. It's a new vision of feature management that goes beyond risk reduction and enables dev teams to maximize feature impact. It’s built for dev teams who are tired of the stress, complexity, and risk of releasing new code.

Come join the team responsible for the platform chosen by high-growth start-ups to Fortune 500 companies around the world. We're designing the future of software development. Learn more about DevCycle here. Come hang out with us here.

Got some time? Check our Taplytics podcast here!

About the Role: Technical Account Manager

We are kicking butt and taking names: big, well-known enterprise-sized companies are signing up to use the Taplytics and DevCycle products. Once our sales team closes a deal, the complex matter of integrating, training, onboarding & managing projects for these large customers is handled by our Technical Account Managers. You'll work with our Customer Success Manager, Technical Support team and Engineering team to get these customers up and going and have their ongoing technical needs accounted for. Given the growth of our customer base, we are looking for an entrepreneurial, self-starter to drive in the Technical Account Manager role.

Few opportunities in Toronto will get you face-time with such a broad range of complex Fortune 100-level companies. This work is seriously interesting and will be resume-building stuff.

What we’d like you to do:

  • Be the first and primary point of contact for technical questions on their account
  • Own support ticket communication, acceptance + resolution for your accounts
  • Lead technical solution planning and scoping that may come from your accounts
  • Drive towards adoption of features, experimentation & feature flags
  • As a Technical Account Manager,  you'll be closely interacting and building relationships with product, marketing, and engineering teams from top brands all over the world who are using Taplytics and DevCycle to grow their business
  • Be the Taplytics subject matter expert our clients think of first and can rely on to assist with:
  • --> Providing recommendations on best practices for execution within the Taplytics platform
  • --> Technical solutioning
  • --> Reporting & data inquiries
  • --> Bug reporting and communication
  • You’ll proactively look to present recommendations to key stakeholders on best practices around both technical and functional execution within the Taplytics platform
  • Communicate and drive technical meetings with key stakeholders

What an incredible candidate looks like:

  • You are a team player; you understand that in order to build something special, we need to make each other better
  • You have a post-secondary degree in computer science, engineering, business, or a relevant field
  • Transitioned from a technical engineering role to a client-facing role
  • Experience managing a portfolio of mid-sized to enterprise clients with multiple and varied needs
  • You understand what it takes to be successful in Enterprise SaaS and has worked in the space for years
  • Experience with different coding languages and with development processes
  • You are a SQL power user and can work magic in any database (Mode/BigQuery, MongoDB)
  • You are a strategic thinker and problem-solver; you have an analytical mind and can overcome challenges, the on-the-fly, in a thoughtful and meaningful way
  • You can turn a raw set of data into business recommendations to present to key stakeholders
  • You have a solid grasp of product analytics and a data-driven decision-making process
  • You thrive in a fast-paced environment where problem-solving is the expectation
  • You think BIG and challenge those around you to be creative
  • "Whatever it takes" attitude to support the company in driving customer satisfaction and product knowledge

What you’ll get from us:

We’re our growing team works with some of the world’s best-known brands on very complex and unique technical challenges. Our culture of building, learning and experimentation through collaboration allows us to work on new ideas and try out innovative tech and processes. This means you’ll add valuable experience to your resume quickly. While you’re working to grow the company, we’ll have your back with a competitive salary, mentorship, Employee Stock Options, generous vacation and time off policy, education reimbursement, and robust health benefits starting day one.

We’re an equal opportunity employer. We strive to build a diverse team that embodies our values of mutual collaboration and respect. We recognize how the input of different experiences can positively impact the product and service we deliver to our customers.

What you’ll get from us:

We’re our growing team works with some of the world’s best-known brands on very complex and unique technical challenges. Our culture of building, learning and experimentation through collaboration allows us to work on new ideas and try out innovative tech and processes. This means you’ll add valuable experience to your resume quickly. While you’re working to grow the company, we’ll have your back with a competitive salary, mentorship, Employee Stock Options, generous vacation and time off policy, education reimbursement, and robust health benefits starting day one.

We’re an equal opportunity employer. We strive to build a diverse team that embodies our values of mutual collaboration and respect. We recognize how the input of different experiences can positively impact the product and service we deliver to our customers.

Technology

Taplytics is growing and is looking to increase the team’s experience base by adding senior engineers. This is a chance to both be a leader on our small team as well as tackle the huge challenge of managing our user scale.

We operate using a micro-service architecture with many services built using Node.js and Python. Our micro-services are powered by various backend systems, including: MongoDB, Redis, Kafka, PostgreSQL, and ElasticSearch. We run at petabyte scale delivering experiences to billions of devices, requiring unique scaling solutions. Our systems are hosted across AWS / GCP using Docker Containers and Terraform. We are consistently iterating and improving our systems and workflows to improve how we develop code with a focus on producing the best product possible.

Our modern web front-end is built using the latest React.js tools, including Redux and Webpack with server-side rendering. We are continuously building on a very advanced web dashboard with interactive interfaces to modify the layout of mobile applications in visual A/B Test Experiments, develop rich messaging campaigns across many platforms, and new interfaces for seamlessly connecting together all functionality in our platform.

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