Technical Account Manager

Technical Account Manager (Mexico City, Mexico) Join to apply for the Technical Account Manager (Mexico City, Mexico) role at Gladly. About Gladly Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer—not tickets—at the center of every conversation. Trusted by the world’s most customer‑centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI—uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at www.gladly.ai. What You'll Do Understand customers’ 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 and ensuring effective implementation of new features and functionalities. Solutioning & troubleshooting: be the go‑to expert for navigating complex customer situations, providing guidance and innovative solutions to ensure customer success. Collect and analyze customer feedback, identifying trends across pricing, metrics, and product functionality, and provide actionable insights to Product, Engineering and leadership. Collaborate with Customer Success Managers (CSMs) to track progress against business goals, surface risks, document blockers, and ensure alignment on timelines and expectations. 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. What We’re Looking For Technical expertise: strong understanding of SaaS platforms, JSON, REST APIs and Webhooks, particularly in customer service or retail technology. Proven ability to quickly learn and adapt to new products and communicate their value. Experience: minimum of 3‑5 years in a technical account management, solutions engineering or support engineering role, preferably in a SaaS or customer‑service environment. Experience with enterprise clients is a plus. 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, 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 Product, Engineering, Sales and Customer Success to align and advocate for the customer’s needs. Project management & prioritization: strong project management skills with experience balancing multiple high‑priority initiatives and coordinating with internal teams for timely delivery. Compensation Equivalent of US$48,000 to $54,000 in local currency. Why Join Gladly? 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. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Sales and Business Development Industries Construction, Software Development, IT Services and IT Consulting Referrals increase your chances of interviewing at Gladly by 2x. #J-18808-Ljbffr