Technical Account Manager / Product Manager

Company Overview: Every is a compound startup that is building everything a startup needs to run its back office in one place, including Banking, Bill Payments, Corporate Cards, HR, Payroll, Benefits, Accounting, and Taxes. We are a Series A stage company and have scaled from $0 to $1m in less than 9 months.

Job Responsibilities: We are seeking an exceptional individual to join our team in a hybrid role that combines technical account management and product management responsibilities. In this position, you will play a pivotal role in ensuring customer success while driving continuous product improvements and automation.

Key Responsibilities:

Customer Success (75% initially):

• Act as the primary technical point of contact for an assigned portfolio of customers.
• Oversee the onboarding process, ensuring seamless implementation and adoption of our back-office solutions.
• Provide expert-level technical support, troubleshooting, and issue resolution for existing customers.
• Develop a deep understanding of customer needs, challenges, and desired outcomes.
• Collaborate closely with cross-functional teams to advocate for customer requirements.

Product Design and Management (25% initially):

• Analyze customer feedback, usage data, and support tickets to identify areas for product improvement and automation.
• Work closely with engineering teams to design and implement features that streamline customer onboarding and address recurring issues across our back-office offerings.
• Continuously evaluate and enhance product documentation, training materials, and self-service resources.
• Contribute to the product roadmap by prioritizing and defining requirements that enhance customer experiences.

Over time, as you successfully automate customer onboarding and issue resolution processes, the allocation of responsibilities will shift:

• Customer Success responsibilities will decrease to 25%.
• Product Design and Management responsibilities will increase to 75%.

Qualifications:

• Bachelor's degree from a top school in a technical field or equivalent professional experience.
• Passion for delivering exceptional customer experiences and driving continuous product improvement.
• Strong understanding of software development lifecycles and product management methodologies (or willingness to learn)
• Excellent communication, problem-solving, and analytical skills.