Senior Technical Account Manager

7-10 years of professional experience in Technical Account Management or related technical customer-facing roles within SaaS/CCaaS or web engagement sectors. Focus on servicing Fortune 500 clients. Bachelor's degree in a relevant field (e.g., Computer Science, Engineering) or equivalent practical experience. Extensive hands-on experience with omnichannel, web, and scripting technologies. Strong understanding of APIs/SDKs. Proficiency in data analysis, including SQL/NoSQL/Data lake. Experience with CRM tools, Jira, Git, and log aggregation/monitoring tools (e.g., Splunk, DataDog). Advanced critical thinking and problem-solving abilities. Exceptional verbal and written communication skills. Self-motivated and adept at working autonomously. Proficient in leading technical discussions. Ability to thrive under pressure.

Establish and nurture executive-level relationships with key customer stakeholders. Drive technical operational success cross-functionally for assigned brands. Maintain in-depth knowledge of customer environments, architectures, and roadmaps. Conduct operational health checks and business reviews for proactive optimization. Act as the hands-on troubleshooting driver for complex Tier 3/4 issues. Excel in crisis management, coordinating global support resources. Oversee the delivery of support, product, and engineering services aligned with SLAs. Conduct timely post-incident root cause analyses. Develop sophisticated alarm dashboards and enhance monitoring systems. Mentor and develop team members. Facilitate strategic alignment between customer requirements and the product roadmap.