Support Account Manager

📌 Core Information

🔹 Job Title: Support Account Manager

🔹 Company: Braze

🔹 Location: Bucharest, Bucureşti, Romania

🔹 Job Type: On-site

🔹 Category: Account Management

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering a premium support service experience as part of the Recurring Services team.
• Serving as the main technical support interaction point for a designated group of customers.
• Managing the technical relationship alongside the Success team.
• Championing teamwork and creating work-life harmony.

ASSUMPTION: The job involves a mix of technical expertise and strong relationship-building skills, as candidates are required to act as technical advocates and trusted advisors for clients.

📋 Key Responsibilities

✅ Own and manage named customer’s technical needs and inquiries.

✅ Act as a primary contact and trusted technical advisor at Braze.

✅ Partner with Customer Success and Recurring Services teams for technical escalations.

✅ Analyze support cases to identify trends and risks.

✅ Maintain regular contact with customers through various forums and reviews.

✅ Transition clients from onboarding to ongoing activities smoothly.

ASSUMPTION: Responsibilities highlight a focus on maintaining strong customer relationships through regular interactions and effective problem resolution.

🎯 Required Qualifications

Education: Bachelor’s Degree from a 4-year college or university or equivalent experience.

Experience: 3-6 years of client-facing experience in a SaaS company, including 2-3 years in Technical Support and 1-2 years in account management.

Required Skills:

• Exemplary communication skills, both written and verbal
• Strong analytical skills for addressing technical issues
• Organizational skills for managing competing client demands

Preferred Skills:

• Experience using the Braze platform
• Technical knowledge in mobile development, email architecture, and programming languages

ASSUMPTION: Technical proficiency and exceptional communication skills are critical, given the client-facing nature and technical responsibilities of the role.

💰 Compensation & Benefits

Salary Range: Not specified. Industry standards suggest competitive salaries for similar roles in tech companies.

Benefits:

• Competitive compensation, potentially including equity
• Comprehensive health, dental, and vision plans
• Flexible PTO and professional development support

Working Hours: 40 hours per week with potential for flexible scheduling within a hybrid model.

ASSUMPTION: Compensation likely includes standard industry benefits for a growing tech company, as well as potential additional perks given Braze's emphasis on work-life harmony.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development

Company Size: 1,001-5,000 employees—indicative of a mid-sized company offering stability with room for growth.

Founded: 2011

Company Description:

• Braze specializes in customer engagement, offering tools for real-time, cross-channel client interaction.
• Recognized for workplace excellence and technological leadership.
• Operates a global presence with multiple international offices.

Company Specialties:

• Mobile engagement and marketing automation
• Cross-channel marketing strategies
• Digital customer experience solutions

Company Website: https://www.braze.com

ASSUMPTION: Braze's robust global operations and recognized reputation suggest a collaborative and innovative work environment.

📊 Role Analysis

Career Level: Mid-level; implies opportunities for growth in technical and account management.

Reporting Structure: Likely reports to senior leadership within Customer Success or Support Services.

Work Arrangement: Hybrid, offering flexibility between on-site and remote work.

Growth Opportunities:

• Potential to expand into more senior technical or account management roles
• Involvement in cross-functional projects and initiatives
• Professional development via provided learning opportunities and stipends

ASSUMPTION: Braze's focus on growth and employee engagement likely means ample opportunities for team advancement and skill development.

🌍 Location & Work Environment

Office Type: Modern office with facilities for collaborative work and innovation.

Office Location(s): Bucharest office, part of Braze's extensive network of global locations, ensuring a multi-cultural work environment.

Geographic Context:

• Located in a vibrant capital city with access to diverse amenities and cultural experiences
• Strong local tech industry presence
• Excellent transportation and connectivity options

Work Schedule: Flexible scheduling aligned with hybrid work policies, promoting work-life balance.

ASSUMPTION: Bucharest offers a dynamic work environment with abundant local tech industry resources, facilitating a balanced and fulfilling professional life.

💼 Interview & Application Insights

Typical Process:

• Initial application review and shortlist
• Multiple rounds of technical and behavioral interviews
• Case study or technical problem-solving assessments

Key Assessment Areas:

• Technical expertise and problem-solving abilities
• Communication and interpersonal skills
• Ability to manage and lead customer-facing interactions

Application Tips:

• Highlight experience in SaaS and technical support
• Showcase problem-solving and customer relationship skills
• Prepare real-world examples of successful client interactions

ATS Keywords: Technical Support, Client-Facing, APIs, SQL Queries, Communication Skills, Problem Solving

ASSUMPTION: The interview process is likely designed to evaluate both technical and interpersonal capabilities, essential for achieving success in the role.

🛠️ Tools & Technologies

• Case Management Tools: Salesforce, Zendesk
• API and SQL Query Experience: Proficiency required for troubleshooting
• Programming Languages: HTML, CSS, JavaScript, Ruby, Java

ASSUMPTION: Familiarity with these tools is integral for effectively managing client accounts and resolving technical issues.

👔 Cultural Fit Considerations

Company Values:

• Commitment to creating equitable opportunities
• Focus on teamwork and collaboration
• Passion for delivering excellence

Work Style:

• Highly collaborative and team-oriented
• Autonomy in addressing challenges with responsibility
• Open to embracing and driving change

Self-Assessment Questions:

• Do I thrive in collaborative environments?
• How do I approach dynamic and fast-changing work situations?
• Am I comfortable leading customer interactions with technical expertise?

ASSUMPTION: A successful candidate is someone who values collaborative work, can take initiative, and aligns with Braze's innovative culture.

⚠️ Potential Challenges

• Navigating complex technical inquiries from prominent clients
• Balancing multiple client relationships and priorities simultaneously
• Adapting to new tools and technologies as the platform evolves
• Executing strategic client engagement while maintaining operational excellence

ASSUMPTION: The role likely involves high-pressure situations and requires robust time management and technical skills to overcome challenges.

📈 Similar Roles Comparison

• Greater emphasis on technical expertise compared to traditional account management roles
• Involvement in direct customer advocacy within the organization
• Requires balancing both strategic and technical aspects of customer engagement

ASSUMPTION: This role offers a unique blend of technical advisory and account management, distinguishing it from more singularly focused positions.

📝 Sample Projects

• Developing a Center of Excellence for a customer’s team
• Enhancing customer satisfaction through proactive technical support
• Leading technical escalations to ensure seamless troubleshooting

ASSUMPTION: Candidates may engage in projects aimed at optimizing customer support and integrating strategic client solutions.

❓ Key Questions to Ask During Interview

• What does success look like for this role in the first 6 months?
• Can you describe the team dynamics and management style?
• How does Braze support professional growth and development?
• What are the biggest challenges your team is currently facing?
• How does Braze maintain its commitment to work-life balance?

ASSUMPTION: Inquiries could focus on understanding role expectations, team culture, and growth opportunities available within Braze.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Include a cover letter detailing relevant experience and motivations
• Prepare for potential assessments or case studies
• Be ready for initial phone screenings
• Follow up with a thank you note after interviews

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.