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Technical Account Specialist

Chicago | New York City

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

As a Technical Account Specialist at Gong, you'll be a key member of our Support organization, serving as a technical bridge between our Commercial and Mid-Market customers and our product and engineering teams. In this role, you'll provide specialized technical support through focused, time-bound engagements to unblock customers facing complex technical challenges that require expertise beyond traditional support.

RESPONSIBILITIES
  • Deliver focused technical consultations to resolve complex technical challenges and guide customers toward optimal platform usage
  • Partner with CSMs to diagnose and create action plans for multi-faceted technical issues
  • Conduct configuration audits and provide optimization recommendations to enhance platform performance and drive customer-specific outcomes
  • Guide customers through advanced technical use cases, including API integrations, complex provisioning scenarios, and multi-system configurations
  • Serve as an internal technical subject matter expert, informing best practice resources and providing guidance on complex customer scenarios
  • Partner with Professional Services to identify and qualify opportunities where customers might benefit from structured implementation services
QUALIFICATIONS 
  • 2+ years of technical experience in customer-facing roles within SaaS organizations
  • Proven track record of managing multiple concurrent technical projects and customer engagements
  • Strong technical foundation in API integrations, database concepts, and software configurations
  • Excellence in distilling complex technical concepts for non-technical audiences
  • Experience working cross-functionally with Product, Engineering, and customer-facing teams
PREFERRED QUALIFICATIONS 
  • Background in Technical Support, Technical Account Management, Customer Engineering, or Sales Engineering
  • Experience with CRM platforms (Salesforce/HubSpot) and enterprise software integrations
  • Project management certification or equivalent experience
WHAT MAKES THIS ROLE UNIQUE
  • You'll focus on high-impact, time-bound engagements rather than managing a book of accounts
  • Work directly with our Product and Engineering teams to influence product direction based on customer technical needs
  • Opportunity to shape a new technical support offering that bridges the gap between traditional support and professional services
  • Build scalable solutions that help customers achieve success through technical excellence
SUCCESS IN THIS ROLE LOOKS LIKE
  • Demonstrating measurable impact on customer retention and product adoption
  • Leveraging and enhancing technical assets that enable a customer’s success at scale
  • Maintaining high customer satisfaction scores for technical consultations
  • Unblocking technical dependencies by providing scalable solutions to drive customer outcomes
PERKS & BENEFITS 
  • We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
  • Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
  • Mental Health benefits with covered therapy and coaching.
  • 401(k) program to help you invest in your future.
  • Education & learning stipend for personal growth and development.
  • Flexible vacation time to promote a healthy work-life blend.
  • Paid parental leave to support you and your family.
  • Company-wide recharge days each quarter.
  • Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $75,000 - $98,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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