Technical Account Manager

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world's largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Job Summary:

As a Technical Account Manager, you will work directly with Toptal's clients to understand their needs and lead the development of holistic and integrated solutions to address their largest challenges. Whether the client requires support from an individual expert or a team of experts, you will custom-match clients with expert support from all areas of our network and continue to build long lasting client relationships.

This role demands a blend of technical project/product management, account management, and relationship management skills. You will collaborate closely with clients and internal stakeholders to scope projects, plan resources, and ensure client satisfaction. Ideal candidates will have technical expertise, a strong understanding of the software and product development lifecycle, extensive client-facing / consultative experience, and a proven ability to handle complex integrations and deliver comprehensive solutions.

This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English.

Responsibilities:

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

• Consult with clients to understand challenges and needs to be addressed.
• Design holistic solutions that seamlessly leverage experts from across the network.
• Define job descriptions, responsibilities, and requirements for a given solution.
• Search through expert profiles and select candidates based on fit and availability.
• Facilitate introduction and connection between candidates and clients to build trust.
• Deliver a successful expert hire(s) with consistent and value-added follow through.
• Provide advice and guidance to experts in the network.
• Investigate disputes and collaborate cross-functionally in the resolution process.

In the first week, expect to:

• Onboard and integrate into Toptal.
• Learn about Toptal's history, culture, and vision.
• Familiarize yourself with the team's tools, processes, and reporting mechanisms.
• Shadow matching calls and learn about the matching process with your TopPal.

In the first month, expect to:

• Take on your first clients and manage their engagements with Toptal.
• Learn about supporting teams and how they contribute to the company's success.
• Work closely with individual experts and our network.
• Become proficient with Toptal's platform.

In the first three months, expect to:

• Be a well-integrated member of the organization with positive relationships in Matching, Sales, and Operations.
• Build a mature client portfolio.
• Establish direct connections with top experts in our network.
• Resolve any client-talent disputes which may arise in your client portfolio, while exercising discretion and independent judgment.

In the first six months, expect to:

• Become eligible to take on Toptal's major accounts, including top-tier brands and clients.
• Understand best practices and share effective strategies with the team.

In the first year, expect to:

• Act as a subject matter expert and consultative partner with your clients to address their challenges holistically and seamlessly with experts in our network.
• Continue to promote an environment of teamwork and collaboration.
• Offer insights and ways to improve the success with our processes based on feedback, experience, and data insights.
• Participate in onboarding newcomers and helping them learn about best practices.

Qualifications and Job Requirements:

• Bachelor's degree is required.
• 5+ years of experience in technical project/product management and/or technical account management with clear understanding of the software/product development lifecycle.
• 1-2 years of experience as a software developer.
• Strong understanding of business strategy and technical project/product management concepts.
• Experience in scoping and preparing project proposals, with the ability to understand an ambiguous business need and translate it into requirements and responsibilities.
• Understanding of design and marketing concepts (nice to have).
• Experience in recruiting or talent allocation / team building is a plus.
• Excellent communication, relationship development, and emotional intelligence skills to manage client relationships, excelling at active listening, negotiation and closing.
• Ability to quickly adopt new processes and technologies.
• Adheres to tight deadlines and thrives under pressure.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• Strong strategic thinking skills.
• Outstanding written and verbal communication skills.
• Entrepreneurial mindset, a self-starter who can execute with limited guidance.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.

Skills Required
Team Building, Recruiting