Senior Technical Account Manager

TL;DR

Senior Technical Account Manager (SaaS): Managing complex post-purchase relationships for key customers in the contact center space with an accent on technical resolution and customer advocacy. Focus on ensuring system reliability, optimizing product usage, and driving long-term customer success through proactive partnership.

Location: Remote (USA)

Company

A global leader in AI-driven software solutions providing customer experience, financial crime prevention, and public safety technology to 25,000+ businesses.

What you will do

• Serve as the primary advocate for key enterprise customers, managing relationships from pre-go-live through the entire lifecycle.
• Resolve complex technical, functional, and high-stakes issues by partnering with Engineering and Product Management.
• Conduct regular business and technical reviews to align solutions with customer objectives and ensure SLA compliance.
• Drive customer retention, satisfaction, and referenceability across assigned large-scale accounts.
• Act as a trusted technical advisor, identifying opportunities to expand product usage and improve customer outcomes.

Requirements

• Must be based in the USA
• 8+ years of experience in technical service, telecommunications, or contact center operations.
• Proven expertise in advanced technical problem-solving and troubleshooting with enterprise-level end-users.
• Solid understanding of contact center software design, functionality, and implementation.
• Strong analytical skills with the ability to manage both business rapport and technical communication.

hirify.global-to-have">hirify.global to have

• Knowledge of VoIP technology, SIP signaling, and network topology.
• Experience with TCP/IP networking and telecom circuit architecture.
• Competence in SQL, database concepts, and basic scripting.

Culture & Benefits

• Global, fast-paced, and collaborative environment with continuous learning opportunities.
• Clear pathways for career progression across multiple disciplines and domains.
• Opportunities to work with market-leading AI and cloud technologies.
• Emphasis on innovation, high standards, and exceeding customer expectations.