Technical Account Manager

Nivoda: Where Innovation and Gemstones Meet

Location: Fully Remote / Hybrid in South Africa

Working hours: 9-5 EST

At Nivoda, we are passionate about empowering jewelry retailers and gemstone suppliers to thrive in today's dynamic market. As the leading B2B diamond and gemstone marketplace, we are dedicated to providing an exceptional platform that connects jewellery businesses of all sizes with the global diamond supply.

Our team of over 450 dedicated employees, many with a wealth of industry experience, have meticulously developed our award-winning platform that addresses the unique challenges of the jewellery sector. With Nivoda, you can buy and sell diamonds securely, efficiently, hassle-free, and at the most competitive prices.

Our Mission 💎

The idea of Nivoda was inspired by the ongoing inefficiency of diamond trading. We set out to develop the solution to help businesses, regardless of their size or location, increase their sales and margins, whilst removing the operational burden of sourcing diamonds.

About the role ⭐️

As a Technical Account Manager (TAM) at Nivoda, you will play a critical role in driving the adoption, retention and growth of our SaaS products and our subscription model. You will act as a strategic partner to our customers, helping them realize the full value of their subscription by ensuring seamless technical integration and ongoing engagement. Working at the intersection of revenue, technical support and product, you will actively support the sales team in converting users to our paid offering, while owning post-sale success to reduce churn and maximize customer lifetime value. This role is key to growing recurring revenue by delivering a high-touch, value-driven experience that keeps customers subscribed and engaged.

If you are a technically minded person, with a customer-centric approach to your work, we want to hear from you.

What would you be doing? 🤔

• Build and maintain strong, long-term relationships with customers, serving as the primary technical point of contact, alongside their Business Development Manager

• Develop a deep understanding of Nivoda’s SaaS products, providing technical guidance and best practices for integrations, implementation, and ongoing use of APIs, CSV Data Feeds and our paid Shopify app.

• Ensure seamless onboarding of SaaS products, driving fast and successful integrations and continued product adoption by customising the products tailored to the customer requirements

• Act as the technical liaison between customers, customer support and internal teams to address and resolve any technical product issues via live chat, email and Whatsapp

• Proactively monitor customer health and usage data to identify churn risks and opportunities for upsell or cross-sell of additional services

• Conduct technical training sessions for customers to help them fully leverage Nivoda’s products, ensuring long-term success

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

What do we need from you? 😎

• Proven experience in a similar role as a Technical Account Manager, Customer Success Engineer, Solutions Architect or a related position, preferably within SaaS or a technology-driven remote company

• Strong technical background with a product mindset and clear understanding of one or all of our products: GraphQL API, CSV Data feeds and Shopify

• Build and maintain strong client relationships with enterprise customers and their web developers using clear communication, problem-solving and presentation skills

• Ability to work in a global, remote, cross-functional team and collaborate effectively with product, engineering, customer support and revenue teams

• Strong organizational and project management skills, with the ability to prioritize and manage 200+ customer accounts on different projects simultaneously

Nice to have:

• A proactive approach to troubleshooting and solving problems

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

Our culture and what we offer 😉

At Nivoda, we believe that employees today want to evolve in a collaborative, high-growth environment where they can demonstrate their abilities and thrive both professionally and personally. We are convinced that employees need to find alignment between their inner values and their company's culture and mission to unlock their full potential.

We work to create a culture of empowerment, continuous learning, and growth where everyone can bring expertise, own projects, and easily measure their impact. You'll enjoy a dynamic working environment in a rapidly growing company, a pleasant, low-hierarchy work environment, and intellectually challenging work that contributes significantly to Nivoda's success and scalability.

Our current benefits

🕰️ Flexible working hours and a vibrant company culture
💻 Remote work
🏥 Private health insurance to keep you at your peak
🧠 Plenty of opportunities for growth and learning
🏖️ Unlimited holiday allowance
🚀 Chance to join and contribute to a company during its exponential expansion phase

Nivoda is proud to be an equal opportunity workplace dedicated to promoting diversity. We don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

Even if it seems you don't meet 100% of our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

Please note: Our Talent Acquisition Team is international coming from across the world. We kindly ask you to please submit your CV and application in English so that it can be reviewed correctly.

*If after reading this job description you believe this is not the best fit for you, we’d encourage you to join our Talent Pool so we can keep you in mind as new roles open up.
You can sign up here: Nivoda Talent Pool

This ensures you're among the first to hear about openings aligned with your skills and interests.