Lead Technical Account Manager (SaaS)

TL;DR

Lead Technical Account Manager (SaaS): Managing high-stakes relationships for key customers of contact center platforms with an accent on technical resolution and strategic advisory. Focus on ensuring long-term retention, resolving complex technical issues, and driving product adoption for the company's largest and most challenging accounts.

Location: Must be based in the United States

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

• Take ownership of the customer relationship for key CX accounts, acting as their primary advocate within the organization.
• Resolve complex technical and high-stakes issues by partnering with Support, Engineering, and Product teams.
• Conduct regular business reviews to ensure solutions meet customer needs and drive long-term retention.
• Manage the transition from implementation to Day 2 operations, fostering trust and expanding product usage.
• Ensure all technical challenges and service requests are handled within established SLA targets.

Requirements

• Must be based in the United States
• 5–8 years of experience in technical or service roles within software, telecommunications, or contact centers.
• Proven track record of relationship-building and advanced troubleshooting skills.
• Strong technical knowledge of contact center software, design, and functionality.
• Ability to communicate effectively at both technical and functional levels with business stakeholders.

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• Knowledge of TCP/IP networking, VoIP, and SIP signaling.
• Experience with industry-standard AI tools like Microsoft CoPilot.
• Competency in database concepts, SQL, and basic scripting.
• Understanding of telecommunications architecture including PBX and carriers.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment with a global team.
• Access to endless internal career opportunities across multiple domains and locations.
• Opportunity to work with market-leading technology and Fortune 100 clients.
• Commitment to being an equal opportunity employer with a diverse and inclusive culture.