Lead Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the customer relationship for key CX clients and serve as their advocate within the CX team.

• Collaborate with customers prior to go-live, working closely to ensure their success.

• Address complex, technically challenging, and emotionally charged high-stakes issues.

• Deliver exceptional technical and customer service to assigned key accounts.

• Conduct regular account discussions to review unresolved issues and gain insights into customers’ contact centers and businesses.

• Ensure that CX solutions align with customer needs, establishing yourself as a trusted partner and advisor.

• Make certain that technical challenges, issues, cases, and requests are managed effectively within SLA targets.

• Collaborate with Technical Support, Professional Services, Product Management, and Engineering teams.

• Be responsible for customer satisfaction, retention, and the ability to provide references for assigned accounts.

⛳️ Requirements

• 10 years of experience in a Technical/Service role within software, telecommunications, customer service, call/contact center, and/or service delivery.

• Proven proficiency in technical problem-solving.

• Exceptional analytical skills and advanced troubleshooting abilities with end-users/customers.

• Working technical knowledge of contact center software, design, and functionality.

• Broad skills in technology implementation and analysis.

• Experience in communicating effectively at both technical and functional levels while maintaining business rapport.

• Knowledge of TCP/IP networking and exposure to VoIP technology (preferred).

• Comprehensive understanding of TCP/IP and telecom circuits ranging from DS0 to OC-48 (preferred).

• Familiarity with network topology and telecommunications architecture, including PBX, carriers, and VoIP (preferred).

• Basic understanding of scripting fundamentals (preferred).

• Strong grasp of TCP/IP and internet fundamentals (preferred).

• Extensive knowledge in software, telecommunications, and IP telephony (preferred).

• Experience with SIP signaling (preferred).

• Competency in database and SQL concepts and scripting (preferred).

🏝️ Benefits

• Opportunity to work for a global, market-leading company.

• Fast-paced, collaborative, and creative work environment.

• Learning and growth opportunities available.

• Internal career growth opportunities across various roles, disciplines, domains, and locations.

• Commitment to equal opportunity employment.