Technical Account Manager

We’re looking for a Technical Account Manager for our Developer Success team to work closely with enterprise customers to deeply understand and anticipate their technical needs and help them be successful as they build web and mobile apps with Expo tools and services.

A great TAM operates at multiple altitudes - debugging alongside a developer one moment, then aligning with an executive on business outcomes in the next. You represent Expo with our customers and you represent the customer inside Expo. You think in terms of adoption, expansion, and success, and you’re extremely organized and intentional about driving those outcomes.

Responsibilities

As a Technical Account Manager, you will:

• Serve as a dedicated technical relationship manager for our strategic customers post-sales, providing direct first-class support for a wide breadth of technical issues related to React Native development, working with the Expo open source framework, and the whole suite of Expo Application Services (EAS), including EAS Build, Update, Workflows, and Hosting.
• Deeply understand each customer’s goals, map them to Expo’s capabilities, and drive execution across both teams. You’ll own the relationship end-to-end: tracking adoption, identifying expansion opportunities, and ensuring customers achieve the outcomes they’re after.
• Conduct regular enablement sessions with customers, including general informational sessions highlighting what’s new with the Expo SDK and EAS and how they might benefit, live demos of new products, and focused troubleshooting and brainstorming sessions for specific challenges they face.
• Help customers adopt new workflows, migrate systems, and expand how they use Expo. This often means illuminating gradual migration strategies for brownfield apps, helping them benefit from the Expo framework early without necessarily having to complete a full migration of all components first.
• Create and execute onboarding plans for new customers to help them keep momentum and avoid roadblocks as they get started.
• Work with our account executive team to monitor customer health and identify expansion opportunities by deeply understanding their architecture and workflows to see where else Expo can help them. Help build internal tooling to make it easier for us to cover a lot of ground in ensuring that our customers are well-taken care of.
• Connect our customers to product teams to help us build new tools that customers want and improve the tools that they’re already using. This may involve collecting and presenting data about common feature requests, leading live feedback sessions between customers and product developer, or bringing in product subject matter experts for troubleshooting sessions.
• Travel onsite to customers 1-2 times per month for workshops, onboarding sessions, architecture reviews, and executive check-ins. You may also engage with developers at conferences like App.js Conf and Chain React.
• Keep yourself up-to-date on the ever-evolving Expo ecosystem by continuously dogfooding our tools, building apps and demos to maintain an experiential understanding of mobile development that builds credibility and trust with our customers.
• Participate in activities shared amongst our greater Developer Success team. Everyone regularly supports our users by taking turns answering questions wherever our users are, including our support inbox, Discord, Reddit, and social media platforms. Based on your interests and where customer engagements take you, you may contribute to other areas, such as updating documentation, creating blog and video content, or contributing to the Expo codebase.

Qualities that make you a good fit

• You have worked on and published quality Expo, Android, iOS, or React Native apps to the stores.
• You’re comfortable operating at multiple altitudes - you can go deep on a technical problem with a developer and then zoom out to discuss strategy and business outcomes with their leadership.
• You’re extremely organized and intentional. You understand customer goals, build a plan to get there, and drive execution without dropping threads.
• You have managed or mentored other developers, and you enjoy talking to other developers about app development.
• Have deep, reflexive empathy.
• You’re effective at driving change inside enterprises - helping teams adopt new workflows, shift practices, and expand their use of a platform over time.
• Good at getting unstuck and helping others get unstuck.
• Great at helping users feel that they’re very capable after interacting with you.
• Are comfortable live troubleshooting or delivering a product demo on a customer call.
• Are good at effectively communicating your ideas and code through documentation, GitHub comments, blog posts, video, live speaking, and other public writing.
• Understand the problems and aspirations of Expo’s users, which are problems you think of on a daily basis.
• You’re willing and able to travel 1-2 times per month to be onsite with customers.