Gladly

Technical Account Manager, LATAM

Gladly

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇴 Colombia

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Salary

💰 $48,000 - $54,000 per year

Job Level

Mid-LevelSenior

About the role

  • Understand customer’s business goals in order to drive the adoption and optimal use of Gladly’s suite of products.
  • Lead in the design and continuous optimization of AI workflows using prompt engineering and third party integrations.
  • Proactive Check-ins & Implementation: Conduct regular check-ins with customers, providing actionable suggestions for improving their use of the product.
  • Solutioning & Troubleshooting: Be the go-to expert for navigating complex customer situations, providing guidance and innovative solutions to ensure customer success.
  • Customer Feedback & Product Advocacy: Collect and analyze feedback from customers, identifying trends across pricing, metrics, and product functionality.
  • Proactive Engagement & Risk Mitigation: Collaborate with Customer Success Managers (CSMs) to track progress against business goals, surface risks, document blockers, and ensure alignment on timelines and expectations.
  • QBRs & EBRs: Participate in Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) to provide updates, review progress on large initiatives, and ensure customers’ needs and goals are being met with the Gladly platform.

Requirements

  • Technical Expertise: Strong understanding of SaaS platforms, JSON, REST APIs, and Webhooks particularly in customer service or retail technology.
  • Experience: Minimum of 3-5 years in a technical account management, solutions engineering, or support engineering role, preferably in a SaaS or customer service-related environment.
  • Problem-Solving & Solutioning: Ability to solve complex technical challenges, including handling unique or "out-of-the-box" customer requests.
  • Client-Focused Communication: Exceptional English communication skills, both written and verbal, with the ability to convey complex technical details in a customer-friendly manner.
  • Data-Driven & Analytical: Proficiency in analyzing customer data and generating actionable insights from key metrics, usage patterns, and market trends.
  • Collaborative Mindset: Ability to work cross-functionally with teams like Product, Engineering, Sales, and Customer Success to ensure alignment, solve problems, and advocate for the customer’s needs.
  • Project Management & Prioritization: Strong project management skills, with experience balancing multiple high-priority initiatives
Benefits
  • Competitive salaries, stock options, and comprehensive benefits
  • Generous paid time off, parental leave, and home office stipends
  • A fully remote work environment with opportunities for in-person team gatherings
  • A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaS platformsJSONREST APIsWebhooksdata analysistechnical account managementsolutions engineeringsupport engineeringproject managementcustomer service technology
Soft skills
problem-solvingclient-focused communicationcollaborative mindsetanalytical thinkingproactive engagementrisk mitigationcustomer advocacysolutioningorganizational skillscommunication skills