Technical Account Manager (CX)

TL;DR

Technical Account Manager (SaaS/CX): Serving as a strategic technical advisor for the top 20 global accounts to drive platform adoption and value realization with an accent on CX architecture, monitoring strategy, and technical risk management. Focus on developing technical success plans, managing complex escalations, and bridging the gap between customer needs and product engineering.

Location: Remote (Australia)

Company

hirify.global provides a leading CX assurance platform focusing on testing and monitoring for contact centers and conversational AI.

What you will do

• Act as the primary technical advisor for the company's top 20 global strategic accounts to ensure coordinated high-value engagement.
• Develop and maintain technical success plans and roadmaps aligned with customer business outcomes and platform maturity.
• Lead complex technical escalations, coordinating with Support, Product, and Engineering to ensure durable resolutions.
• Conduct technical workshops, enablement sessions, and architecture reviews to improve customer proficiency.
• Capture field patterns and product gaps to provide structured feedback that influences the product roadmap.

Requirements

• 5+ years of experience in a TAM, Solutions Architect, or similar post-sales technical role supporting enterprise customers.
• Deep understanding of SaaS, cloud technologies, APIs, and integrations.
• Proficiency in software testing, monitoring, and test automation.
• Ability to translate complex technical concepts into clear business value for executive stakeholders.
• Must be based in Australia.

Nice to have

• Experience with CX assurance, contact center, or conversational AI platforms.
• Background in strategic account programs or named account customer success models.
• Experience building adoption frameworks, account health models, or executive value narratives.

Culture & Benefits

• Opportunity to work directly with the most important global customers of a scaling product company.
• Senior technical advisory role within a coordinated field team (CSMs, AEs, Product).
• Culture based on delivering excellence, bold innovation, and integrity.
• Strong commitment to diversity, equity, inclusion, and belonging.