Senior Technical Account Manager

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

📋 Description

• Collaborate with Sales and Sales Engineering during the concluding phases of the sales process to gain insights into the opportunity, address previously identified risks, and ensure a successful implementation timeline with coordinated CX resources.

• Serve as the primary point of contact for the assigned enterprise account, acting as their professional advocate and relationship manager within CX.

• Build and sustain an effective and productive relationship with assigned account(s) across all levels within their organization.

• Thoroughly understand the business goals and directions of the assigned accounts and drive return on investment through our products and services.

• Conduct regular discussions that balance both proactive and reactive efforts, ultimately becoming their trusted partner and advisor.

• Collaborate with other CX employees and teams to ensure appropriate resources are utilized to address all technical challenges/issues/cases/requests effectively and within SLA targets.

• Accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

⛳️ Requirements

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

• Over 8 years of experience in customer account relationship management.

• More than 5 years of demonstrated success in Enterprise Account Relationship Management, whether in presales or post-sales environments, including program, project, or implementation management.

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

• A technical skill set with problem-solving abilities in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.

• Professional judgment and business acumen that is respected by leaders, colleagues, customers, and partners.

• Experience working in a matrix-reporting environment, receiving direction and guidance from multiple leaders.

• Capacity to capture common inquiries, techniques, and best practices in daily workflows, and share that information by regularly creating and enhancing high-value knowledge base content.

• Self-motivated with the ability to prioritize tasks, manage stress effectively to meet deadlines, and resolve customer issues and concerns.

• Willingness to travel 30% of the time, visiting customer sites and participating in company meetings.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Professional development

• Flexible work arrangements