Technical Account Manager (Remote in Australia)

As a Technical Account Manager (TAM) at Nivoda, you will serve as a trusted advisor to our customers, ensuring they adopt and retain SaaS products throughout their life cycle. You will bridge the gap between our technical & revenue teams and our customers, helping them fully integrate and utilize Nivoda’s SaaS solutions while fostering long-term relationships. The TAM will be responsible for providing proactive, white glove service, driving product adoption, and helping customers achieve their business goals. If you are a technically minded person, with a customer-centric approach to your work, we want to hear from you.

About Nivoda

Nivoda is an extremely fast growing B2B marketplace revolutionizing the way the global diamond industry operates. Nivoda connects buyers and sellers of diamonds on its online platform and facilitates the most transparent, efficient, and cost-effective way to sell and buy diamonds.

Since launch in 2017, Nivoda has grown to a team of 400+ employees worldwide and has remained true to its founding mission: build the trusted global marketplace for the jewellery industry by delivering modern tools and quantitative ROI.

What you'll do

• Serve as the primary point of contact for existing customers, addressing technical inquiries and concerns promptly.

• Customer Relationship Management: Build and maintain strong, long-term relationships with key accounts, serving as the primary technical point of contact

• Technical Expertise: Develop a deep understanding of Nivoda’s platform, providing technical guidance and best practices for integrations, implementation, and ongoing use

• Onboarding & Product Adoption: Ensure smooth onboarding of SaaS products, driving successful integrations and product adoption by tailoring the product to their needs

• Issue Resolution & Support: Act as the technical liaison between customers and internal teams to address and resolve any issues, helping to troubleshoot complex problems

• Customer Retention & Expansion: Proactively monitor customer health and usage data to identify risks and opportunities for upsell or cross-sell of additional services. Work closely with the Product and Sales teams to renew and expand customer accounts

• Training & Enablement: Conduct technical training sessions for customers to help them fully leverage Nivoda’s feeds, ensuring long-term success

• Customer Advocacy: Act as the voice of the customer within Nivoda, providing feedback to the product and engineering teams to help shape future product developments and enhancements

• Customer Satisfaction: Drive customer satisfaction through personalized engagements with CSAT monitoring and SLA’s on implementation

What you'll need

• Proven experience (1-5 years) in a similar role as a Technical Account Manager, Customer Success Executive, Solutions Architect or a related position, preferably within SaaS or a technology-driven remote company

• Strong technical background with a product mindset and the ability to understand GraphQL APIs, CSV Data feeds and Shopify

• Exceptional customer service skills with a track record of building and maintaining strong client relationships with enterprise customers

• Excellent communication, problem-solving and presentation skills

• Ability to work in a global, remote, cross-functional team and collaborate effectively with product, engineering, customer support and revenue teams

• Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts

• A proactive approach to troubleshooting and solving problems

• A passion for technology, customer success, and creating seamless solutions for business challenges

• Experience in the diamond, jewelry, or luxury goods industry is desirable

• Familiarity with B2B marketplaces or eCommerce platforms is desirable

• Shopify implementation experience is also desirable

What you'll get 

• Opportunity to join us at a dynamic growth phase, where your contributions can have a significant impact on shaping the company's future success

• Flexible working

• Unlimited holiday

• Fast-paced and global working environment