We're looking to hire a passionate and customer obsessed Technical Account Manager Nivoda is the world’s largest diamond and gemstone platform, empowering jewelers to buy more and sell better. This role offers a unique opportunity to manage and optimize our NetSuite environment, enhancing both functional and technical capabilities across multiple business processes in a global setting. If you have a strong mix of technical expertise and business process knowledge, and thrive in a fast-paced, dynamic environment, we want to hear from you.

About Nivoda

Nivoda is an extremely fast growing B2B marketplace revolutionizing the way the global diamond industry operates. Nivoda connects buyers and sellers of diamonds on its online platform and facilitates the most transparent, efficient, and cost-effective way to sell and buy diamonds.

Since launch in 2017, Nivoda has grown to a team of 400+ employees worldwide and has remained true to its founding mission: build the trusted global marketplace for the jewellery industry by delivering modern tools and quantitative ROI.

What you'll do

• Customer Relationship Management: Build and maintain strong, long-term relationships with key accounts, serving as the primary technical point of contact.

• Technical Expertise: Develop a deep understanding of Nivoda’s platform, providing technical guidance and best practices for integrations, implementation, and ongoing use.

• Onboarding & Product Adoption: Ensure smooth onboarding of new customers, driving successful integrations and product adoption by tailoring the platform to their needs.

• Issue Resolution & Support: Act as the technical liaison between customers and internal teams to address and resolve any issues, helping to troubleshoot complex problems.

• Customer Retention & Expansion: Proactively monitor customer health and usage data to identify risks and opportunities for upsell or cross-sell of additional services. Work closely with the Product and Sales teams to renew and expand customer accounts.

• Training & Enablement: Conduct technical training sessions for customers to help them fully leverage Nivoda’s platform and features, ensuring long-term success.

• Customer Advocacy: Act as the voice of the customer within Nivoda, providing feedback to the product and engineering teams to help shape future product developments and enhancements.

• Customer Satisfaction: Drive customer satisfaction through personalized engagements with CSAT monitoring and SLA’s on implementation

What you'll need

• Proven experience (1-5 years) in a similar role as a Technical Account Manager, Customer Success, Solutions Architect or a related position, preferably within SaaS or a technology-driven remote company.

• Strong technical background with the ability to understand complex software systems, APIs, CSV integrations.

• Exceptional customer service skills with a track record of building and maintaining strong client relationships with enterprise customers..

• Excellent communication, problem-solving, and presentation skills with a self starter attitude.

• Ability to work cross-functionally and collaborate effectively with product, engineering, customer success and revenue teams.

• Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts.

• A proactive approach to troubleshooting and solving problems.

• A passion for technology, customer success, and creating seamless solutions for business challenges.

• Experience in the diamond, jewelry, or luxury goods industry is a plus.

• Familiarity with B2B marketplaces or eCommerce platforms is preferred but not essential.

• Shopify implementation experience is also desirable.

What you'll get

• Opportunity to join a fast-growing company at an early stage.

• Lots of responsibility and autonomy

• Medical, vison and dental cover

• Unlimited PTO