Principal Technical Account Manager

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

📋 Description

• Act as the primary technical advisor for designated strategic clients.

• Gain a comprehensive understanding of customer ecosystems, architectures, priorities, adoption objectives, and potential risks.

• Manage the complete technical relationship and oversee customer initiatives, dependencies, risks, and action plans.

• Conduct architecture reviews, technical health evaluations, roadmap conversations, adoption efforts, and technical training.

• Handle urgent customer escalations, including critical P1/P2 incidents, until resolution.

• Facilitate root-cause analysis, postmortems, corrective measures, and sustainable solutions.

• Proactively identify technical risks, stalled dependencies, and opportunities for adoption.

• Simplify complex technical scenarios for both executives and technical stakeholders.

• Provide executive technical briefings and Quarterly Business Reviews (QBRs) that link technical health and product utilization to business results.

• Collaborate with Sales and Account teams on customer retention, renewals, growth, and long-term value realization.

• Serve as the Voice of the Customer and shape the priorities of Product and Engineering teams.

• Develop reusable technical documentation, playbooks, training materials, and best practices.

• Mentor and guide Technical Account Managers and Production Support Engineers.

• Offer occasional after-hours support during critical customer scenarios.

⛳️ Requirements

• Over 8 years of experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, Customer Engineering, or a similar enterprise technical customer-facing role.

• Proven track record of managing large, strategic enterprise customer relationships.

• Extensive experience with enterprise integrations, APIs, cloud and/or hybrid environments, and complex technical troubleshooting.

• Demonstrated capability to lead cross-functional customer initiatives from planning through to execution and closure.

• Experience in managing high-priority technical escalations with sound judgment, responsiveness, and communication skills.

• Strong executive presence with exceptional written and verbal communication skills.

• Ability to effectively communicate with both executive stakeholders and technical teams.

• Proven ability to influence customers and internal stakeholders to drive outcomes without direct authority.

• Demonstrated ability to proactively identify technical risks and opportunities.

• Experience in creating reusable technical documentation, processes, or enablement content.

• Proven mentorship or coaching experience with technical peers.

• Willingness to provide occasional after-hours support during critical strategic customer situations.

• Nice to have: experience with authentication, fraud prevention, contact center technology, CCaaS, telephony, voice technology, or voice biometrics.

• Nice to have: experience supporting security-focused or regulated enterprises such as financial services, healthcare, or government.

• Nice to have: familiarity with SaaS product adoption and Voice of Customer programs.

• Nice to have: AWS, Azure, networking, security, or related technical certifications.

• Nice to have: experience in a high-growth technology environment.

🏝️ Benefits

• Competitive compensation and equity options.

• Unlimited paid time off (PTO).

• Health and welfare plans.

• Paid parental leave.

• Support for remote work.

• Professional development benefits.

• Competitive 401(k) matching.

• Wellness resources.