Senior Technical Account Manager
Core
Senior Customer Success leader for strategic enterprise accounts, driving business outcomes, solution adoption, and long-term value realization.
Role type
Senior Technical Account Manager (Strategic Account Leadership)
Builds
Enterprise customer success strategies, retention, and referenceability for CX solutions
Domain
Customer Experience (CX) Software, Contact Center, Telecommunications
Deliverable
client delivery
Required skills
Enterprise account relationship management, cross-functional team leadership, executive stakeholder management, strategic account planning, customer health and adoption improvement, SLA management, contract deliverable fulfillment
Preferred skills
Contact Center operations, Telecommunications, LAN/WAN, Cloud-based Software, Security, Regulatory compliance (HIPAA, PCI, SOX, FISMA), Lean Six Sigma, ITIL, PMP, TOGAF, Cisco
Technologies
CXone, Contact Center platforms, Cloud Software, Telecommunications infrastructure
Responsibilities
Serve as primary point of contact and advocate for strategic accounts; coordinate cross-functional resources to resolve issues and meet SLAs; conduct Service and Technology Reviews and Executive Business Reviews; manage renewal planning and strategic account planning; coach and mentor peers; travel to customer sites and attend company meetings.
Seniority
Senior, hands-on IC with leadership responsibilities