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Mailgun Technical Account Manager in San Antonio, Texas

A Technical Account Manager at Mailgun is what we like to call a customer advocate for clients utilizing our Managed service. A TAM is responsible for owning the relationship with their customer base and being a dedicated resource to handle any and all issues by understanding what the issue is, effectively communicating to any internal stakeholders, and following through to resolution of the issue. The TAM is the primary dedicated POC for their clients and are essential in keeping clients engaged and helping Mailgun meet its retention goals!

Responsibilities

  • Partner with Sales to onboard new and existing customers into the Managed service

  • Work closely with clients to understand their business and how they can effectively use Mailgun to reach their business goals

  • Work closely with clients to ensure they understand and are able to implement email best practices that align with their business needs and to help improve overall email deliverability

  • Monitor Sender Scores, block lists, delivery rates, etc and proactively fix any issues that may arise, as well as provide guidance on how to avoid these issues in the future

  • Ensure clients and Mailgun are in compliance with SLAs, TOS, AUP etc

  • Identify revenue growth opportunities with the Sales team through utilization of new services and/or contract renewals

  • Develop and maintain strong product knowledge of Mailgun and its competitors to properly support their clients, as well as evangelize new product features as they are released

Requirements

  • Ability to build and maintain strong relationships with both clients and internal teams

  • Solid technical background with the ability to effectively communicate issues to a wide variety of client contacts

  • Experience with email systems, DNS, Telnet, APIs

  • Strong project and time management skills, to include prioritization of multiple tasks across potentially dozens of clients

  • Excellent communication (verbal and written), critical thinking and analytical skills

  • 2+ years of experience in an Account Management, Technical Support or similar client facing role as the primary POC for a strategic customer

Preferred

  • A technical understanding of email and email delivery

  • Experience with a programming language such as Python or PHP and scripting

  • Bachelor's degree

Benefits

  • KEEPING YOU HEALTHY: Mailgun offers 100% employer paid comprehensive medical, dental, and vision plans (US). We offer a variety of supplemental plans to meet your individual needs and provide access to telehealth for all participants.

  • KEEPING YOU BALANCED: Mailgun provides free virtual counseling resources through our Employee Assistance Programs. Your mental health is as important as your physical health.

  • FINANCIAL SECURITY: We offer an employer match for 401k participants to help you plan for the future (US).

  • TAKE A BREAK: We believe performance at work requires balance at home. This is why we provide 5+ weeks of time-off to all employees.

  • FAMILY PLANNING: We know that families can be built in a variety of ways and this is why Mailgun offers paid parental leave and family planning support.

  • WORK WHERE YOU ARE: It’s not where you work that matters. This is why we provide flexible remote work offerings for most of our roles

Mailgun embraces diversity and equal opportunity in all aspects of our business. We are committed to building a company that empowers individuals from a diverse set of backgrounds and values diversity of thought as a beacon for performance. The more inclusive we are, the better our work will be.

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