Technical Account Manager

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

📋 Description

• Act as the primary technical advisor for Cyara’s top 20 global strategic accounts.

• Collaborate with CSMs, AEs, Support, Product, Engineering, Professional Services, Customer Success, and Sales throughout the entire customer lifecycle.

• Develop a deep understanding of customers’ business objectives, CX architecture, contact center ecosystem, testing maturity, monitoring strategy, and operational risk profile.

• Create and manage technical account plans that address adoption priorities, risks, success metrics, milestones, and value realization.

• Formulate technical success plans that align with customer business outcomes.

• Facilitate roadmap discussions, health checks, solution reviews, technical workshops, enablement sessions, product demonstrations, and architecture discussions.

• Propose testing, monitoring, automation, and assurance strategies across voice, digital, messaging, and conversational AI channels.

• Detect adoption gaps, technical barriers, risks, and platform-maturity opportunities.

• Manage complex technical escalations and orchestrate resolution strategies.

• Provide CSMs and AEs with technical insights, adoption indicators, risk intelligence, and value narratives.

• Gather customer feedback, product gaps, and adoption impediments for Product and Engineering teams.

• Develop repeatable playbooks, value frameworks, enablement materials, and process enhancements.

⛳️ Requirements

• Over 5 years of experience in a Technical Account Manager, Technical Customer Success, Solutions Architect, Solutions Engineering, or similar post-sales technical role supporting complex enterprise clients.

• Profound understanding of SaaS, cloud technologies, APIs, integrations, CX technologies, software testing, monitoring, and test automation.

• Capability to analyze technical environments, pinpoint adoption barriers, troubleshoot intricate issues, and propose actionable solutions.

• Experience with scripting, automation, CX, contact center, or conversational AI platforms is highly desirable.

• Proficient in building trust with technical teams, operational leaders, and executive stakeholders while conveying complex technical concepts into straightforward business value.

• Strong customer empathy, technical acumen, ownership, urgency, and capability to manage ambiguity and risk effectively under pressure.

• Ability to collaborate with CSMs, AEs, Support, Product, Engineering, and Professional Services for quarterly business reviews, executive business reviews, renewals, account strategy, and risk assessments.

• Familiarity with Cyara or similar CX assurance, testing, monitoring, contact center, conversational AI, or voice automation platforms is a plus.

• Experience in a strategic account program or named-account customer success initiative is a bonus.

• Background in creating adoption frameworks, technical success plans, account health models, or executive-ready value narratives is advantageous.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Flexible working arrangements.

• Recognition programs.

• Strong focus on employee well-being.

• An inclusive, collaborative, and continuous-learning culture.