Senior Technical Account Manager

Serve as the primary technical point of contact and trusted advisor for a portfolio of marquee enterprise accounts in Japan

Work closely with Account Executives, Solutions Consultants, Customer Success Managers, and Adoption Managers to align on client objectives and drive success

Engage with client stakeholders across all levels, from developers and product managers to e-commerce executives and C-suite

Host recurring meetings and business reviews with customers

Act as an internal champion for your customers across all Contentsquare teams (Sales, Product, Engineering, Support)

Handle escalation management and triage critical issues in conjunction with the Customer Support team

Scope and perform project management for large Contentsquare initiatives within your accounts

Create and maintain customer account plans, including documentation on key configuration details, usage patterns, and success milestones

Ensure customers are following Contentsquare best practices and maximizing product adoption

Act as a technical project manager to onboard new clients and successfully implement the Contentsquare products they have purchased

Define and validate implementation scope and use cases with customers during the onboarding phase

Proactively manage expectations of both customers and internal stakeholders throughout onboarding and deployment

Drive customers toward data collection as part of Contentsquare's "Race to Data Collection" initiative

Oversee end-to-end deployment including implementation, testing, and enablement guidance, ensuring swift product delivery and time-to-value

Maintain and update customer project plans using enterprise project management tooling (e.g., Rocketlane)

Provide Contentsquare platform configuration and administration assistance

Support regional partners as they oversee Contentsquare deployments for their end customers

Minimum 5 years of experience in a customer-facing technical role, such as Technical Account Management, Implementation, or Engagement Management, preferably within a SaaS company

Fluency in both Japanese and English (written and verbal) is required; you will serve Japanese enterprise clients while collaborating with a global internal team

Strong proficiency in JavaScript, HTML, and CSS: ability to understand website development and work collaboratively with product and engineering teams

Experience with project management methodologies (Agile, Waterfall, etc.) and managing multiple concurrent projects

Ability to define, create, and follow integration Statements of Work (SOWs)

Excellent written and verbal communication skills, with the ability to tailor messaging from technical teams to C-level executives

Strong analytical and problem-solving skills

Experience working in a fast-paced, global, cross-functional SaaS environment

Bachelor's degree in Computer Science, Information Technology, or equivalent experience

Experience with tools such as JIRA, Zendesk, Salesforce, or Rocketlane

Background in a SaaS MarTech, AdTech, or Digital Analytics environment

Prior experience working with Japanese enterprise clients in industries such as e-commerce, retail, travel, or financial services