Manager, Technical Account Management

This is a fully remote position, open to applicants in Australia, +1 more country.

📋 Description

• Manage a team of Email Technical Account Managers.

• Supervise the onboarding process and provide full lifecycle support for Deliverability Services clients.

• Develop professional and trustworthy relationships with customers, as well as internal leaders and executives.

• Act as the escalation point for the TAM team regarding customer issues.

• Create processes, procedures, and key performance indicators (KPIs) to facilitate TAM success.

• Ensure compliance with service level agreements (SLAs), terms of service, and acceptable use policies for both Sinch Email and its clients.

• Design and implement onboarding and training programs for TAMs.

• Analyze customer engagement and retention metrics to report on and enhance performance.

• Proactively reach out to clients to foster strong relationships.

• Suggest enhancements to processes, tools, and materials to improve the customer experience.

• Conduct individual meetings with TAMs to provide support and guidance.

• Collaborate with the Sales team to uncover revenue growth opportunities through new services and contract renewals.

⛳️ Requirements

• Over 4 years of experience in customer service or technical account management.

• More than 2 years of leadership experience.

• Proficient in delivering virtual presentations, online webinars, and remote troubleshooting.

• Excellent verbal and written communication, along with strong critical thinking and analytical skills.

• Comprehensive understanding of how to implement service level agreements (SLAs).

• Exceptional attention to detail.

• Capability to handle multiple priorities and tasks simultaneously.

• Experience in calculating and analyzing churn and retention metrics.

• This position is open to candidates located in either Singapore or Australia.

• Preferred qualifications include experience with email technologies, DNS, and API usage.

• Preferred: Experience with Zendesk.

• Preferred: Familiarity with CRM systems.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans that are competitive in the market.

• Access to free virtual counseling resources through the global Employee Assistance Program.

• A generous paid time off program.

• Paid parental leave and support for family planning.

• Flexible hybrid work options.

• Paid time off to engage in a volunteer program of your choice.