Lead Technical Account Manager
New
Based in the United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5–8+ years
- Required Skills
- SQLNetworkingCustomer Success
Requirements
- 5–8+ years of experience in a technical, service delivery, customer success, or account management role within software, telecommunications, contact center technology, or related industries.
- Proven experience managing enterprise customer relationships and building partnerships with technical and business stakeholders.
- Strong technical troubleshooting and analytical problem-solving abilities.
- Solid understanding of contact center software, architecture, implementation processes, and service delivery models.
- Experience communicating effectively at both technical and functional levels.
- Knowledge of networking fundamentals, including TCP/IP, internet technologies, VoIP, and telecommunications concepts.
- Experience with SIP signaling, telecom infrastructure, network topology, PBX systems, and carrier technologies is preferred.
- Familiarity with scripting concepts, databases, SQL, and technical automation practices is a plus.
- Strong organization and stakeholder management skills with the ability to work across technical and non-technical teams.
Responsibilities
- Take ownership of strategic customer relationships, acting as a trusted advisor and advocate throughout implementation, adoption, and ongoing service delivery.
- Partner with customers before and after go-live to ensure successful deployment, strong engagement, and long-term satisfaction.
- Resolve complex technical challenges and provide expert guidance for high-priority customer issues.
- Build strong relationships with assigned accounts by understanding their business objectives and technology environment.
- Ensure technical issues and service requests are managed effectively within service-level expectations.
- Collaborate with Technical Support, Professional Services, Engineering, and Product teams to drive resolution and improve outcomes.
- Monitor customer satisfaction and identify opportunities to expand product usage.
- Lead technical discussions and provide recommendations to maximize solution value.
- Contribute to process improvements and the enhancement of customer success practices.
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