Senior Technical Account Manager

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

📋 Description

• Act as the Customer Success leader for designated Strategic accounts.

• Drive business results, promote solution adoption, ensure customer health, enhance retention, and realize long-term value.

• Serve as a trusted advisor and executive partner, aligning customer goals with internal resources.

• Proactively identify risks, ensure accountability across cross-functional teams, and guarantee measurable customer success.

• Function as the primary contact, professional advocate, and relationship manager within Customer Experience (CX).

• Oversee the fulfillment of contract obligations, manage Service Level Agreements (SLAs), provide ongoing customer education, and support product enhancements.

• Manage customer satisfaction, retention, and referenceability for the assigned accounts.

• Establish relationships throughout customer organizations, from frontline contact center management to executive leadership.

• Grasp customer business objectives and drive return on investment utilizing products and services.

• Conduct regular discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.

• Collaborate with Technical Support, Professional Services, Product Management, and other CX teams to address issues and requests within SLA and customer outcome expectations.

• Facilitate triage and troubleshooting while applying extensive knowledge of CX products and related technologies.

• Ensure that communications, assignments, actions, and details are clear, timely, effective, and documented in the CRM system.

• Communicate professionally in emotionally charged and escalated scenarios.

• Coach and mentor colleagues, contributing to knowledge creation and enhancement.

• Prevent escalations, mobilize resources, and lead the achievement of team goals.

• Serve as a backup for managers or other Technical Account Managers as required.

⛳️ Requirements

• A Bachelor's degree (BS) in Business Management or a related field, or equivalent work experience is required.

• A minimum of 5 years of demonstrated success in Enterprise Account Relationship Management within either presales or post-sales environments.

• Exceptional communication and presentation skills with both C-Level executives and day-to-day operational stakeholders.

• Experience in developing and implementing Customer Success strategies for enterprise accounts.

• Proven ability to enhance customer health, adoption, Gross Retention Rate (GRR), and Net Retention Rate (NRR) through proactive engagement and value-based account management.

• Demonstrated capability to lead cross-functional teams and foster accountability in matrixed organizations.

• Experience in conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.

• Availability to work largely during customers' core business hours, with occasional extended hours as necessary.

• Willingness to be on-call after hours on occasion, as required by customer needs.

• Ability to travel 20% of the time for customer visits and company meetings.

• Extensive knowledge of CX products and associated technologies, particularly those used by assigned accounts.

• Technical skill set, with problem-solving abilities in areas such as Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, and Security.

• Experience in supporting customer regulatory requirements, including but not limited to HIPAA, PCI, SOX, and FISMA.

• Industry certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc., are preferred.

🏝️ Benefits

• Opportunity to work remotely within the USA.

• Company meetings and travel opportunities to customer sites.