As a Technical Account Manager you will work closely with Vero’s largest and most complex B2C and B2B customers.

We are looking for an outgoing and tech-savvy individual who is comfortable working cross-functionally with Vero’s Growth, Support and Product teams.

You’ll manage a defined cohort of customers and proactively work with them to ensure they get the most out of Vero. You’ll be responsible for owning the customer relationship post-sale: helping customers realize value in Vero, recommending technical solutions and sharing customer feedback to shape product decisions.

At Vero we believe in hiring team members who can build product expertise and help customers directly and immediately with their needs. This provides customers a truly helpful and delightful experience and that is important to us at Vero.

Responsibilities

Provide deep product expertise to the customers you work with.
Proactively analyze customer product usage to identify opportunities and risks to account health.
Drive feature adoption by providing strategic guidance, enablement, and day-to-day advice to help customers hit their objectives.
Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Vero.
Own client renewals, retention and net retention targets.
Partner with Support to provide an excellent and consistent customer experience and synthesize product feedback for product development.
Assist with challenging client requests or issue escalations as needed.
Provide continuing education for customers to maximize product usage and identify upsell opportunities.

About you

We’re looking for someone to join our team who can own the customer relationship and is interested in helping Vero define and develop customer success processes for scale.
Technical expertise and strong customer-facing skills will be essential in addressing both the business and technical needs of our customers.
You think about the long-term customer experience and have an aptitude for reading between the lines to provide the right solutions.
You take what you learn from every customer interaction and feed it back to growth, support and product to improve overall models and processes.
You have a strong ability to use facts and data to influence decisions
You are ready to take on the responsibility that comes with working in a small team coordinating with multiple stakeholders both inside and outside Vero.
You have a knack for making technical concepts understandable.
You love to set your own course and are happy working independently. As a distributed team, you often need to make things happen without someone saying so.
You are comfortable learning about completely new topics so that you can provide the right advice to our customers.

Three key values lived at Vero are:

Humility. We listen and learn. We aim for as little politics and ego as possible at Vero.
Empathy. We're a remote team with people from all over the world. We believe in inclusivity and work hard to understand and support each other.
Care. People at Vero look out for each other. We work together to achieve tasks, and we back each other up.

We're proud of our culture and if these values sound on point to you, we'd love to hear from you!

Requirements

At least three (3) years of experience in customer success, account management or support.
Technical expertise, ability, and appetite to acquire knowledge of new products and concepts. You should at least be familiar with tools like SQL, Javascript and/or Ruby/Python scripts. Ideally you’d have deeper experience with one or more programming languages.
Ability to work independently as a proactive self-starter.
Passionate about providing an exemplary customer experience and building lasting relationships.
Demonstrated ability to identify patterns and turn manual tasks into repeatable learning materials.
Exceptional organizational and communication skills – both verbal and written.

If your experience is close but doesn’t fulfill all requirements, please apply. Vero is on a mission to build a special company. To achieve our goal, we are focused on hiring team members with different backgrounds, perspectives, and experiences.

About Vero

In our experience, you’ll enjoy working at Vero if:

You want to work with a high degree of autonomy and responsibility.
You enjoy working from home.
You learn by doing.
You feel empowered when you’re the sole member of a team or owner of a project and enjoy breaking new ground.
You want to be respected for who you are and your contribution, regardless of your background, gender, sexual orientation or any personal attribute.

You might find Vero is not the best place for you if:

You want to work with an in-person team.
You want to be part of a large team with a lot of educational structure.
You prefer to work in an environment with strongly defined processes for all aspects of your role.

You can learn more about Vero on our website: https://www.getvero.com/careers/