Technical Account Manager

This is a full-time position for a remote candidate based in Europe.

About Evernym

We exist to bring more humanity into our digital interactions.

Even in 2021, it’s very difficult to prove information about yourself including simply who you are. This problem manifests itself every day for billions of people and millions of organizations. You tell the bank your mother’s name, you have to remember hundreds of passwords, and yet even with terrible user experience, fraud is rampant and privacy is lost. It’s a massive pain for humans, it costs billions for organizations. But there’s a fix.

Self-Sovereign Identity (‘SSI’) will revolutionize how people interact with organizations and amongst other things, will allow people to instantly prove who they are while also respecting their privacy. Soon, every person will have a digital wallet on their phone holding their most important credentials (passport, Covid test result status, driver’s license, proof of employment, immigration status, etc.), and it’ll transform how we interact digitally.

Our core product, Verity, makes it simple for any organization to issue or verify digital credentials. Every single organization in the world that interacts with its customers, team, patients, students, etc. will need tools from a company like ours.

We’re a team of around 35 spread across 7 timezones but with concentrations in the US West Coast and Europe. Right now we’re 100% remote, but we may open/re-open offices at our hubs in Seattle, London, Salt Lake City or Belgrade at some stage.

About the role

Today we support a number of highly strategic production customers, dozens of additional paying customers and hundreds of developer accounts.

This role will initially be focused on supporting our relationship with the International Air Transport Association (IATA), with whom we’ve been partnered to bring the IATA Travel Pass solution to the world. Not shy of lofty goals, we’re leveraging our products to bring back global travel!

As our first technical account manager you’ll be responsible for the operational relationship with IATA, and most likely, with many of the associated airlines, airports and governments. Our day to day relationships are predominantly in Europe, and our business lead, Jamie Smith, is based in London.

We’re looking for a candidate who is exceptional enough to match the size of this opportunity. The perfect person will have the right balance of technical skills and customer empathy; you’ll rapidly become a subject matter expert on our products, helping customers to integrate, deploy and evolve as we improve our offering over time. You’ll care passionately about the customer’s success, advocating for them internally and always going the extra mile – this isn’t a classic ‘nine till five’ role; flexibility is key.

You’ll sit within the revenue and customer team, although this role interacts daily with our engineering and product teams. You should have an interest in helping to design and build out our technical account management, solutions engineering and support functions, and potentially in taking on a future leadership role.

Subject to customer needs and global travel policies, you should expect some travel.

If you’re the right candidate for this role, let us know why – please don’t just send us your resume with zero context.

Responsibilities

  • Accelerate customer adoption of Evernym’s technologies by leading the implementation journey with customers. Provide technical guidance and manage timelines, milestones, delivery goals, and client strategies.
  • Help customers overcome adoption blockers and drive new feature development. Lead across multiple work streams and teams to maintain adoption and customer momentum.
  • Develop strategic relationships with stakeholders to understand the customer’s business and develop strategic roadmaps.
  • Plan for customer events and launches, partnering with Product, Support, and Engineering to ensure customer success. Work with customers and Support to guide issues/escalations to resolution.
  • Develop best practices and content based on experience with customer and partner engagements

Minimum Qualifications

  • A very strong technical background (Computer Science, Engineering, related technical field).
  • Material experience (3-5 years) in a customer-facing role, interfacing with executive stakeholders, driving customer technical implementations or transformation programs.
  • Experience supporting customers in one of the following: SaaS operations (launch/capacity planning, product release management), technical support, escalation management, IT consulting.
  • Experience collaborating across business units internally and at large enterprises.
  • Excellent communication, presentation, problem-solving, and management skills, with customer-facing experience translating business requirements into technological solutions.

About You

The ideal candidate will have…

  • A very strong technical background (Computer Science, Engineering, or a related technical field).
  • Material experience (5 years plus) in a customer-facing role, interfacing with executive stakeholders, driving customer technical implementations or transformation programs.
  • Experience supporting customers in one of the following: SaaS (launch/capacity planning, product release management), technical support, escalation management, IT consulting.
  • Experience collaborating across business units internally and at large enterprises.
  • Excellent communication, presentation, problem-solving, and management skills, with customer-facing experience translating business requirements into technological solutions.
  • Experience in a fast-paced, working environment, with delivery responsibility.
  • Experience collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
  • Good knowledge of RESTful technology, previous work with APIs, and ability to understand and troubleshoot issues with cloud solutions.
  • Major bonus points for those with a passion for consumer privacy and data protection. Privacy is a core value at Evernym and guides everything we do.

How To Apply

This is a regular, full-time position, based in Europe (with a preference for the United Kingdom or Serbia).

We pay competitive startup salaries, offer meaningful equity, support flexible working, and devote company time and resources to social good as well as commercial gain.

Apply by emailing your resume and a paragraph about your interest in this role to careers@evernym.com with the subject line “Technical Account Manager” and a paragraph or two on why you’re right for this role.

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