(senior) Technical Account Manager

HUMAN was founded in 2012 in a Brooklyn sci-fi bookstore by Tamer Hassan, Michael Tiffany, Dan Kaminsky, and Ash Kalb. Our humble beginnings led to the creation of the Human Defense Platform, the backbone of all our products that safeguards enterprises from sophisticated bots, fraud, and account abuse. Today we verify the humanity of more than 20 trillion interactions per week for some of the largest companies and internet platforms. 

Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our  day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).

 Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a market-changing merger, as well as recently acquired clean.io to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.

HUMAN is looking for a Technical Account Manager to join a dynamic team driving the future success of our partners.  You will work strategically to maximize our client's protection in real time, while focusing on the value our customers see from you and managing the complete customer lifecycle.  Our technology is critical to our clients; as a core member of this team, your job is to ensure flawless customer service, with empathetic engagement, technical savviness, and deep product knowledge.  Your exceptional organizational skills allow you to keep many balls in the air at the same time.   You will be responsible for managing the day to day relationships with your accounts, being the voice of the customer in our organization, and the voice of HUMAN to the customer. The relationship you build with your managed clients has a direct impact on our product - both in the short and long term to ensure the needs of the client are heard and met.

What You'll Do:

• Engage in the Ad Tech and Media space: Collaborate with partners in the Ad Tech and Media sectors (e.g., SSPs, DSPs, Publishers, Platforms) to understand technical breakdowns of supply paths for advertising campaigns.

• Ensure customer satisfaction: Focus on customer satisfaction, retention, and reference-ability for all assigned accounts.

• Expand and develop client relationships: Be the primary focal point for our most important customers. Build and maintain deep-level partnerships with customers to foster long-term cooperation and success.

• Provide exceptional customer support and be a point of escalation: Work with support teams to deliver outstanding service to customers.

• Collaborate with internal teams: Work closely with all other team (Sales, Tech Support, R&D, Finance, Product and executive leadership team) to ensure excellent customer experience.

• Be the voice of the customer: Proactively gather feedback on product and service and work internally to better meet customer needs.

• Educate and enable customers on our products: run training sessions and create training materials for your customers.

Who You Are:

• Experience or strong interest in the Ad Tech industry, understanding the technical and strategic aspects of the field.
• **Client-facing experience:**Have experience in an B2B enterprise customer facing role, with a proven track record of managing large enterprise accounts.
• Eager to learn and grow: Open-minded and committed to personal and professional development.
• Technical aptitude: While technical savviness is preferred, a willingness to learn and grow is essential
• Accountable and self-motivated: You are eager to learn every day, own timelines, and ensure deliverables are met.
• Strong organizational and communication skills: Able to effectively manage multiple tasks and communicate clearly with clients and internal teams.
• Collaborative mindset: Work collaboratively with teams across the company. Be a team player.
• Problem-solving skills: Comfortable leading and resolving complex issues, with strict attention to detail.
• Experience in B2B software, SQL, Javascript, Kibana and other cloud and software systems is advantageous.
• Educational background: Bachelor’s or Graduate’s Degree in computer science, engineering, mathematics, information systems, or a related field is preferred.