Who You Are:

At ActiveFence, the Technical Account Manager (TAM) bridges the gap between technical support and customer success, ensuring that clients have a successful, seamless experience with our company’s offerings and that the value of the partnership continues to grow over time.

What you’ll be doing:

• Lead the onboarding, configuration, and setup process for new customers, ensuring a smooth transition and quick adoption of the platform.
• Oversee the initial setup and integration of the product, proactively identifying blockers and risks to ensure efficient and successful onboarding.
• Provide technical support and expert guidance on product features, addressing bugs, managing feature requests, and offering feedback to the Product team to enhance customer satisfaction.
• Serve as a technical advisor to clients, assisting with API integrations into ActiveFence workflows to ensure seamless connectivity and functionality.
• Manage the implementation of new product releases, ensuring the platform remains up-to-date with the latest features and enhancements for each client.
• Coordinate with clients on release updates, guiding them through any necessary configurations and addressing compatibility concerns.
• Collaborate with internal teams to ensure timely tracking, prioritization, and resolution of issues, minimizing disruption to client operations.
• Ensure that each client’s environment is fine-tuned to support their specific business objectives and operational requirements.
• Act as the voice of the customer within ActiveFence, ensuring client needs and concerns are effectively communicated to Product, Engineering, and Support teams.
• Partner with the Customer Success Manager to build strong relationships, and deliver exceptional customer service through the entire customer journey.

The salary range for this role is 180-185K OTE - Range may vary based on experience

This position is remote, unless you are based in New York City (in which case it is hybrid with one day in the office)

• 5+ years of customer facing Enterprise Software experience in a Technical Account Management, Solutions Engineering, Technical Support or Project Management role.
• Strong technical background with hands-on experience in IT, software engineering, systems administration, or related fields.
• Familiarity with relevant technologies such as cloud computing, APIs, SaaS platforms, network infrastructure, and cybersecurity.
• Proficiency with technical tools and platforms, such as CRM systems, JIRA, Datadog and other monitoring or analytics tools.
• A highly ambitious attitude; full of new ideas and ready to jump in
• Understanding of the Trust & Safety industry is a plus.
• Experience with REST API integrations, webhooks, and a solid understanding of ActiveFence’s API documentation.
• Experience supporting complex software platforms
• Proficiency in JSON, SQL, python, typescript.
• Experience with monitoring technologies like Datadog / Coralogix
• Familiarity with content detection and moderation technologies, including machine learning approaches
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in a clear and accessible manner to both technical and non-technical audiences.

ActiveFence is a mission-oriented company that proactively protects online users and platforms from harmful content, disinformation, and coordinated manipulation. We are a part of the Trust & Safety industry, providing a critical layer of defense against dangerous online activity. Our innovative technology detects and analyzes problematic content across multiple platforms, enabling our customers to stay one step ahead of bad actors.