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Manager, Premier Support (TAM)

About TaxBit

TaxBit is helping to drive mainstream adoption of digital assets by connecting the consumer, enterprise, and government tax and accounting ecosystems. 

 

Our Software-as-a-Service (SaaS) platform streamlines our customers’ reporting experience across traditional and digital asset classes. We are trusted by thousands of consumers, leading exchanges and enterprises, government agencies—including the IRS— respected accounting firms, and others to solve complex accounting problems at scale and ensure compliance with the latest tax laws. TaxBit investors include IVP, Insight Partners, Paradigm, Tiger Global, PayPal Ventures, Winklevoss Capital, Coinbase Ventures, and other leading crypto investors. Our team is located in Salt Lake City, UT and Seattle, WA.

 

If you’re searching for a company that’s dedicated to your growth, recognizes your unique contribution, and provides a fun, flexible, and inclusive work environment, then TaxBit is the place for you. We’re looking for team members who are ready to join a hypergrowth company and excited to work at the forefront of an entirely new industry. 

 

The Role

TaxBit is rapidly scaling its enterprise customer base, which includes large crypto-native exchanges, F500 Financial Institutions, and other enterprises who are entering the digital assets space. We’re looking for a Manager or Senior Manager to build out our premier support/technical account management function from scratch. You and your team will partner with large enterprise clients to deliver a great post-implementation experience and provide world class technical support to our customers. You will recruit and develop a high performing team of TAMs, who will serve as trusted advisors and go-to technical support contacts. You will help define and roll out new processes and procedures that will help TaxBit scale its TAM offering, and support our Customer Success team to renew and expand enterprise accounts. You will have lots of fun opportunities to broaden your impact in a hypergrowth startup!

 

Key Responsibilities

  • Help inform, roll out, and optimize our premier support/technical account management function for large enterprise customers
  • Establish processes and operating procedures to ensure this function delivers the intended CX and business outcomes
  • Recruit, onboard, and develop a diverse and talented team of TAMs
  • Roll up your sleeves to engage directly with enterprise customers, particularly while you’re in the process of building out the team
  • Deliver strong business results for our portfolio of TAM customers, including product engagement, customer satisfaction, and time to resolution
  • Partner with our Customer Success team to drive renewal and net retention across the Enterprise portfolio
  • Collaborate with Product and Engineering teams to help resolve customer issues and prioritizes product feature requests 
  • Serve as an escalation point to unblock your team and resolve client issues quickly
  • Develop tooling and systems to improve the efficiency of the team
  • Build an inclusive team culture and working environment

 

Required Qualifications

  • Bachelor’s Degree in Information Systems or similar
  • 7-10+ years of experience in technical account management, technical support, IT consulting, or customer success
  • 2-3+ years of line management/leadership experience
  • Ability to manage complex tasks and situations across a portfolio of large accounts
  • Effective oral and written communication skills
  • Ability to engage with senior/executive stakeholders
  • Excellent problem-solving and critical-thinking skills
  • Ability to partner with cross-functional teams (e.g. engineering) to resolve complex issues

 

Desired Skills

  • Strong desire to work in a hypergrowth startup
  • Ability to thrive amidst ambiguity
  • Passion for and curiosity about crypto and virtual currencies
  • Background and expertise in tax and accounting preferred

Why you want to work here

  • Competitive cash compensation
  • Stock options
  • Heath, Dental, Vision, and Life Insurance
  • Hybrid working model: 3 days in-office, 2 days WFH/flexible
  • Friday team lunches 
  • Autonomous work and flexibility in how work is performed