About the Role
Technical Account Management sits within the engineering org that owns our SaaS offerings. This team is key to the success of our retail clients, supporting product feeds, APIs, Shopify and Nivoda’s in store B2C experience.
What You'll Do:
As a Technical Account Manager for Feeds & APIs, you will be responsible for the technical relationship for Nivoda’s customers who are integrating their systems with Nivoda’s Platform. You will assist customers with their technical product questions and guide them through the process of going live with the Nivoda Feeds. You will work closely with internal and external partners, including product, sales and operations to handle and optimize customer relationships through Feeds integrations. You are adept at collaborating with cross-functional teams and enjoy pivoting between technical development and client-facing support.
Here’s a focused breakdown of the role's key responsibilities:
Responsibilities
Work with Global teams such as product and sales to handle key technical relationships with customer IT teams and derive maximum value for our customers
Collaborate with customers throughout their lifecycle via email, ticketing system, and/or video calls ensuring clear and effective communication.
Translate customer requirements into technical specifications and drive implementation of necessary functionality.
Provide API support to customers, troubleshooting issues and ensuring smooth integration of feed systems with their platforms.
Deeply understand the technical implementation of our feeds, allowing collaboration with developers from partner companies to coordinate API integrations and address technical challenges.
Demonstrate a passion for problem-solving and debugging, effectively resolving issues to maintain system functionality.
Proactively identify opportunities for improvement and innovation, developing new capabilities in response to customer feedback.
Work closely with cross-functional teams to ensure developed features meet business objectives.
Produce comprehensive documentation as required, facilitating smooth handover and maintenance.
Engage in continuous improvement and experimentation to enhance feed infrastructure and optimise performance for customers.
Qualifications
Bachelor’s degree in Engineering or related field; or equivalent practical experience.
3+ years of experience in engineering roles, with a focus on backend systems and customer-facing APIs
Proficiency in designing and developing consumer-driven APIs, adhering to API-first design principles.
Familiarity with sales software
Experience with GraphQL.
High level knowledge of API security considerations.
Strong programming skills with the ability to adapt and learn new technologies swiftly.
Understanding of API documentation standards and frameworks.
Excellent written communication - including experience documenting APIs.
Excellent ability to troubleshoot and resolve routine technical issues independently.
Proven ability to thrive in a fast-paced, entrepreneurial environment, delivering results with minimal supervision.
Excellent problem-solving and analytical capabilities with a customer-centric approach.
Strong interpersonal skills and passion for relationship building with internal and external stakeholders.
