Senior Technical Account Manager

Role overview

This is a senior, customer-facing technical role focused on guiding complex enterprise customers through adoption, optimization, and long-term success with a leading contact center platform. The position blends strategic account management with deep technical problem-solving, while serving as a mentor and subject-matter expert across the broader customer success organization. It is a remote position based in the United States, with scheduling aligned to customer and role needs.

Responsibilities

- Act as the primary point of contact and trusted technical advisor for a portfolio of strategic, complex enterprise accounts. - Lead customers through pre-go-live preparation and help them transition confidently into production use of the platform. - Take ownership of complex technical issues and escalations, coordinating resources across technical support, professional services, product, and engineering teams until resolution. - Deliver customized presentations, technical training, and business cases that connect product usage to customer outcomes and recommend next steps. - Maintain accurate account, case, and activity records in CRM systems, and capture repeatable solutions in internal knowledge bases. - Mentor other account managers, share best practices, and lead initiatives that improve processes, customer experience, and team performance.

Requirements

- Substantial experience in senior technical account management, customer success, or a similar customer-facing technical role. - Hands-on familiarity with contact center environments and the ability to perform advanced troubleshooting and technical triage. - Strong communication skills with technical teams, business stakeholders, and executives, including in high-pressure or escalated situations. - Demonstrated ability to coordinate cross-functional resources and drive cases to resolution within established service-level expectations. - Experience presenting technical content or delivering training to large or diverse audiences. - Analytical, inquisitive, collaborative, service-oriented mindset with genuine curiosity about emerging technologies.

Benefits and work setup

- Remote-first arrangement within the United States, with scheduling aligned to the requirements of the role and assigned customers. - Opportunity to partner with strategic enterprise customers on complex business and technical challenges. - Ability to influence product direction by partnering with engineering and product teams to share customer feedback and enhancement opportunities. - Work within a collaborative, global organization focused on delivering exceptional customer experiences and driving operational improvement.