SHIELD is a device-first fraud intelligence platform that helps digital businesses worldwide eliminate fake accounts and stop all fraudulent activity.
Powered by SHIELD AI, we identify the root of fraud with the global standard for device identification (SHIELD Device ID) and actionable fraud intelligence, empowering businesses to stay ahead of new and unknown fraud threats.
We are trusted by global unicorns like inDrive, Alibaba, Swiggy, Meesho, TrueMoney, and more. With offices in San Francisco, London, Berlin, Jakarta, Bengaluru, Beijing, and Singapore, we are rapidly achieving our mission - eliminating unfairness to enable trust for the world.
Responsibilities
As a Technical Account Manager (Presales), you will be the expert in our solutions and a trusted advisor to our clients. You will be responsible for maintaining and strengthening client relationships, as well as supporting clients through the implementation of SHIELD's solutions both pre and post sales. You will work closely with various teams both internally and externally to provide white glove service and support, such as technical & solution consultancy and quick troubleshooting.
- Drive & own the POC as a technical SPOC including implementation and onboarding as Pre-sales engineer.
- Responsible to provide demos of SHIELD capabilities along with Sales counterpart and able to customise or data model the demo according to the clients use case.
- Act as a liaison on technical support for existing customers and product adoption for clients in line with pre-sales, post-sales and the renewal processes.
- Act as Face of the company to the clients to maintain the existing relationship and continue to build the relationship with a strong trust and create value accordingly.
- Work closely across the different teams in SHIELD to provide prompt and professional troubleshooting for any technical challenges faced by clients.
- Ability to stand in the client's shoes and dedication to drive high level of client satisfaction while keeping company’s integrity and sanity.
- Perform regular technical account reviews, product trainings and on-site visits to provide insights and analytics for clients.
- Assist clients in optimising the overall solution to make customer successful using SHIELD solutions and ensure long-term success.
- Be the trusted technical & solution advisor to our clients. Seek and work with the SHIELD product and engineering teams to manage clients' feature request prioritization.
- Pro-actively advocate for SHIELD's product adoption by identifying opportunities in which our product can better fit with clients' needs and technology.
Requirements
- Minimum Bachelor's degree in Computer Science, Computer Engineering or related field.
- Overall 6+ years of experience in total with a minimum 3 years of Technical Account Management, Sales engineering or Support engineering experience in the B2B enterprise Software / SaaS / payments/ Mobile industry.
- Hands-on experience in SDK implementation is a plus
- Hands-on experience and good knowledge in HTTP, JavaScript, RESTful APIs, JSON, OAuth and SQL.
- Strong experience in driving the integration and being a single point of contact with the clients to drive the POC end to end.
- Strong customer focus with an ability to manage multiple priorities and perform in a fast-paced work environment.
- Excellent written and verbal communication skills to effectively communicate and present technical concepts to both technical and business audience.
