Senior Technical Account Manager

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

📋 Description

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

• Propel business results, solution adoption, customer well-being, retention, and the realization of long-term value.

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

• Proactively address risks and foster accountability across cross-functional teams.

• Coordinate and mobilize the relevant organizational expertise instead of being the primary technical troubleshooter.

• Serve as the main point of contact, professional advocate, and relationship manager for the assigned strategic accounts.

• Ensure the fulfillment of contract deliverables, manage SLAs, provide ongoing customer education, and enhance products.

• Enhance customer satisfaction, retention, referenceability, and return on investment.

• Build relationships with contacts ranging from frontline contact center management to senior/executive leadership.

• Conduct regular strategic 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 targets.

• Facilitate triage and troubleshooting processes.

• Utilize knowledge of CX products, related technologies, and customer environments to identify needs and foster innovation.

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

• Communicate professionally in emotionally charged and escalated situations, de-escalate issues, and build customer confidence.

• Create standardized, consistent processes and improve process inefficiencies and risks.

• Coach and mentor peers while contributing to knowledge creation and enhancement.

• Prevent escalations, engage resources, and communicate effectively when escalations occur.

• Lead team goal achievement and establish goals that enhance individual and team effectiveness.

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

• Travel to customer locations and attend company meetings.

⛳️ Requirements

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

• A minimum of 5 years of proven experience in successful Enterprise Account Relationship Management in either presales or post-sales settings.

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

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

• Demonstrated capability to enhance customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.

• Proven ability to lead cross-functional teams and drive accountability within matrixed organizations.

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

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

• Occasional on-call after-hours work may be required as needed by the customer.

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

• Extensive knowledge of CX products and related technologies, particularly those utilized by assigned accounts.

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

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

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

🏝️ Benefits

• Opportunity to work remotely within the USA.

• Chance to be part of an innovative powerhouse recognized as a market leader in AI, cloud, and digital solutions.

• Commitment to equal opportunity employment.