Job Type
Full-time
Description
About Birdeye
Birdeye is the leading agentic marketing platform for multi-location brands.
Companies like H&R Block, Aspen Dental, and Caesars Entertainment use Birdeye to manage marketing across thousands of locations — from how they get found, to how they convert, to how they retain customers. Our platform replaces disconnected point tools with AI agents that execute work at the location level — responding to reviews, updating listings, publishing content, and driving conversions.
Backed by Marc Benioff, Jerry Yang, and Accel-KKR, Birdeye was named to G2’s 2026 Best Agentic AI Products list — appearing alongside the world’s leading AI companies. We’re expanding rapidly into enterprise, with growing adoption across large, multi-location brands.
About The Role
We are looking for a customer-obsessed Technical Account Manager (TAM) to serve as the primary technical advisor for our strategic enterprise customers. The TAM bridges the gap between business and technology, ensuring customers successfully adopt our platform, resolve technical challenges quickly, and maximize the value of their investment.
This role requires strong technical aptitude, excellent communication skills, and the ability to collaborate across Product, Engineering, Support, Customer Success, and Implementation teams.
Responsibilities
Customer Technical Leadership
Serve as the trusted technical advisor for assigned enterprise customers.
Build deep knowledge of each customer's architecture, integrations, and business objectives.
Lead technical discussions, architecture reviews, and solution planning sessions.
Provide proactive guidance on platform capabilities, best practices, and scalability.
Technical Issue Management
Own the coordination and communication of complex technical issues.
Drive root cause analysis (RCA) and ensure timely resolution of customer-impacting issues.
Partner with Engineering, Product, and Support to prioritize critical customer needs.
Keep customers informed with clear, timely, and executive-friendly updates.
Product Adoption
Identify opportunities to improve customer adoption and platform utilization.
Recommend product configurations and optimization strategies.
Educate customers on new features, APIs, integrations, and technical capabilities.
Integrations & APIs
Support customers implementing APIs, SSO, webhooks, CRM integrations, and third- party platforms.
Review customer integration designs and recommend best practices.
Troubleshoot technical implementation challenges alongside Implementation and Support teams.
Cross-Functional Collaboration
Act as the technical voice of the customer internally.
Collaborate with Product Management on feature requests and roadmap discussions.
Partner with Customer Success Managers to reduce technical risk and improve customer health.
Assist Sales and Solution Engineering with technical escalations for strategic opportunities when needed.
Operational Excellence
Monitor customer technical health and identify risks before they become escalations.
Maintain documentation of customer environments and technical configurations.
Drive continuous improvement through recurring issue analysis and process enhancements.
Requirements
Required
5+ years in Technical Account Management, Solutions Engineering, Technical Support, Customer Success Engineering, or similar customer-facing technical role.
Experience supporting enterprise SaaS customers.
Strong understanding of REST APIs, JSON, OAuth, webhooks, and system integrations.
Experience troubleshooting integrations and API issues.
Excellent communication and executive presentation skills.
Strong project management and stakeholder management abilities.
Ability to manage multiple complex customer engagements simultaneously.
Preferred
Experience with CRM platforms (Salesforce, HubSpot, Microsoft Dynamics).
Experience with cloud platforms and SaaS architectures.
Familiarity with reputation management, marketing technology, or customer experience platforms.
SQL or basic scripting knowledge.
Experience working with Engineering and Product organizations.
Success Metrics
Customer technical health score
Time to resolution for technical escalations
Enterprise customer satisfaction (CSAT)
Technical adoption of key platform capabilities
Reduction in recurring technical issues
Customer retention and renewal support
Executive stakeholder satisfaction
Key Competencies
Technical problem solving
Customer advocacy
Executive communication
Cross-functional collaboration
Project management
Systems thinking
Ownership and accountability
Analytical mindset
Why You'll Join Us:
At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.
Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.