Technical Account Manager

TL;DR

Technical Account Manager (Telecommunications/Contact Center): Managing enterprise customer accounts as a single point of contact, driving SLA fulfillment, technical resolution, and customer success with an accent on advanced troubleshooting, risk mitigation, and cross-team coordination. Focus on delivering measurable ROI, running service and technology reviews, and ensuring projects are synchronized and completed as agreed.

Location: Brazil - Sao Paulo

Company

hirify.global provides software used by global businesses to deliver customer experiences and manage large-scale customer interactions.

What you will do

• Serve as the assigned enterprise account’s single point of contact, acting as advocate and relationship manager across CX.
• Manage SLA fulfillment, contract deliverables, customer education, and product enhancement for one or more named enterprise accounts.
• Lead proactive and reactive service discussions, track project status, and drive resolution of open issues within SLA targets.
• Coordinate technical resolution by engaging Technical Support, Professional Services, Subject Matter Experts, Product Management, and Engineering.
• Partner with Sales and Sales Engineering during late-stage sales to mitigate risks and align implementation timelines.
• Work with Project Managers to ensure projects align with overall strategy and are synchronized and completed as agreed.

Requirements

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years of customer account relationship management experience, including 5+ years as a Technical Account Manager, Customer Success Manager, or Service Delivery Manager for enterprise accounts.
• English: bilingual fluency (verbal and written) and Spanish: bilingual fluency (verbal and written).
• Strong technical problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, and Security.
• Ability to work largely during customers’ core business hours, with occasional extended hours and possible after-hours on-call.
• Ability to travel 20% of the time to visit customer sites and attend company meetings.

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

• Experience supporting customer regulatory requirements (e.g., HIPAA, PCI, SOX, FISMA).
• Global delivery, implementation, and account management experience.
• Industry certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, or Cisco.

Culture & Benefits

• Work in a matrix-reporting environment with direction and advice from multiple leaders.
• Regular service and technology reviews with customer and CX stakeholders.
• Opportunity to contribute to enterprise-level product strategy by communicating enhancements and issues to Product Management and Engineering.
• Travel required for customer site visits and company meetings (20%).