Technical Account Manager (APAC)

TL;DR

Technical Account Manager (APAC): Managing key client relationships and resolving complex technical challenges for cloud contact center solutions with an accent on product optimization and customer success. Focus on driving long-term partnerships, delivering technical expertise, and ensuring high levels of customer satisfaction and retention.

Location: Must be based in Manila, Philippines (Hybrid: 2 days in office, 3 days remote).

Company

A global market leader in AI, cloud, and digital software solutions, serving over 25,000 businesses worldwide to deliver extraordinary customer experiences and ensure public safety.

What you will do

• Act as a trusted advisor for key clients, resolving complex technical issues and ensuring successful product adoption.
• Develop and execute Customer Success Plans to ensure key milestones and value realization are achieved.
• Collaborate with internal teams including engineering, product management, and support to address client needs and SLA targets.
• Deliver product overviews, feature demonstrations, and training sessions to maximize client investment.
• Identify and recommend product enhancements based on client feedback and business requirements.
• Plan and lead service delivery meetings, providing in-depth analysis and management reporting.

Requirements

• Bachelor’s degree in Computer Science, Business Information Systems, or equivalent experience.
• 5 years of experience in a technical or service role within software, telecommunications, or contact centers.
• Strong proficiency in technical problem-solving and advanced troubleshooting.
• Working knowledge of contact center software design and functionality.
• Excellent communication and customer service skills.
• Ability to work during customers' core business hours with occasional extended hours.

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• Experience or knowledge in Telecom, Connectivity, or Programming/Integrations.

Culture & Benefits

• Work in a fast-paced, collaborative, and innovative global environment.
• Flexible hybrid work model (hirify.global-FLEX).
• Endless internal career growth opportunities across multiple domains and locations.
• Opportunity to work with market-leading AI and cloud technologies.