Senior Technical Account Manager

Role Overview

The Senior Technical Account Manager serves as a Customer Success leader for assigned Strategic accounts, responsible for driving business outcomes, solution adoption, customer health, retention, and long-term value realization. Acting as a trusted advisor and executive partner, the Senior TAM aligns customer objectives with internal resources, proactively manages risk, drives accountability across cross-functional teams, and ensures customers achieve measurable success from their investment. While maintaining a strong understanding of the customer’s environment and solutions, the Senior TAM’s primary responsibility is to coordinate and mobilize the appropriate expertise across the organization rather than serving as the primary technical troubleshooter.

What You Will Do

Be the assigned Strategic account’s primary point of contact and function as their professional advocate and relationship manager within CX, ensuring fulfillment of contract deliverables, SLA management, ongoing customer education and product enhancement. Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization, from front-line contact center management through senior/executive leadership. Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor, reporting progress on strategic direction, ensuring CX’s solutions meet their needs, assessing training needs, sharing best practices, and consistently increasing their success. Partner with other CX teams to ensure proper resources are engaged to resolve issues within SLA targets and customer outcome expectations.

Why It Might Be a Fit

This role requires a proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment, with excellent communication and presentation skills with both C-Level and day-to-day operations stakeholders. Candidates should have experience developing and executing Customer Success strategies for enterprise accounts, and a demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management. The role involves leading cross-functional teams and driving accountability in matrixed organizations, with occasional travel of 20% and after-hours work as needed.

Requirements

• Bachelor’s degree (BS) in Business Management or related field or equivalent work experience required.
• 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment.
• Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders.
• Experience developing and executing Customer Success strategies for enterprise accounts.
• Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.
• Proven ability to lead cross-functional teams and drive accountability in matrixed organizations.
• Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
• Work largely during the customers’ core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required as needed by the customer.
• Ability to travel 20% of the time, visiting customer sites and attending company meetings.