Senior Technical Account Manager (SaaS)

TL;DR

Senior Technical Account Manager (SaaS): Acting as a strategic advisor for key customer accounts to ensure maximum value from cloud contact center products with an accent on customer satisfaction, retention, and technical optimization. Focus on driving product adoption, solving complex technical issues, and developing long-term strategic partnerships.

Location: Hybrid in Tokyo, Japan (2 days office, 3 days remote)

Company

Global leader in AI, cloud, and digital solutions providing CX software for over 25,000 businesses worldwide.

What you will do

• Act as a strategic advisor and primary point of contact for key customer accounts to maximize product value.
• Proactively identify opportunities to improve customer satisfaction, retention, and account expansion.
• Provide technical guidance, troubleshooting, and subject matter expertise on the hirify.global product portfolio.
• Develop and execute Customer Success Plans focused on delivering key milestones and value realization.
• Collaborate with technical support, product management, and engineering teams to resolve issues within SLA targets.
• Mentor new team members and deliver product overviews, feature demonstrations, and coaching to clients.

Requirements

• 5+ years of experience in a technical or service role within software, telecommunications, or contact center environments.
• Proven proficiency in technical problem-solving and advanced troubleshooting with end-users.
• Strong communication and customer service skills for maintaining high-level business rapport.
• Ability to multitask and work effectively in a fast-paced environment with minimal supervision.
• Must be based in Tokyo, Japan to adhere to the hybrid work model.

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

• Deep knowledge of networking and VoIP technology, including SIP, PBX, and Carriers.
• Strong understanding of modern cloud contact center solutions and CX applications.

Culture & Benefits

• hirify.global-FLEX hybrid model: 2 days working from the office and 3 days of remote work each week.
• Collaborative, creative, and fast-paced environment within a global market leader.
• Endless internal career opportunities across multiple roles, disciplines, and domains.
• Opportunity to work with a high-performing team in a market-disrupting company.