Technical Account Manager

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

📋 Description

• Act as the main point of contact for strategic enterprise accounts, fostering multi-threaded relationships that encompass developers, product teams, and C-suite executives.

• Serve as a credible technical voice during customer discussions, analyzing integration architectures, troubleshooting API implementations, and providing advice on best practices across Vonage’s entire product range (SMS, Voice, WhatsApp, RCS, Video, Verify, etc.).

• Lead Quarterly Business Reviews (QBRs), proactively spotting risks to customer health and collaborating cross-functionally with Technical Experts, Product, and Engineering to tackle complex issues.

• Take responsibility for revenue and direct margin growth for your portfolio, ensuring accurate forecasting and executing retention and expansion strategies.

• Create outcome-driven success plans that align with each customer’s business objectives, promoting measurable platform adoption and long-term ROI.

• Discover and cultivate upsell and cross-sell opportunities by linking customer use cases to new or underutilized capabilities, closely collaborating with Sales using usage data, health scores, and engagement metrics.

• Work alongside Technical Solutions Managers (TSMs) within a pod model for intricate solutioning and escalations, while maintaining complete ownership of commercial outcomes.

⛳️ Requirements

• Over 5 years of experience in Technical Account Management, Customer Success, or a related strategic customer-facing position, with a solid technical background in APIs or developer-focused products.

• Extensive, practical knowledge of CPaaS or API platforms including messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions.

• Strong understanding of REST APIs, webhooks, SDKs, and software integration patterns, comfortable with reading API documentation and engaging in technical troubleshooting alongside customers.

• Proven success in managing and expanding complex enterprise accounts with significant Annual Recurring Revenue (ARR) responsibility.

• Excellent communication skills, able to conduct in-depth technical discussions with developers and engineers while clearly translating those concepts for business and executive audiences.

• Data-driven approach, skilled in utilizing customer health scores, usage analytics, and engagement metrics to identify risks and growth opportunities (Salesforce, Gainsight, or equivalent).

• Demonstrated capability to navigate intricate, multi-stakeholder environments and foster alignment across competing priorities.

🏝️ Benefits

• Opportunity to significantly influence strategic customer experiences and drive business growth.

• Competitive salary along with meaningful career advancement opportunities.

• Private Medical Insurance (Adeslas).

• Group Pension Plan (Generali).

• Life Insurance and Group Personal Accident (VidaCaixa).

• Access to the Ericsson Care Line.

• Discretionary Time Off (DTO).