Senior Technical Account Manager
Core
Own customer relationships for key CX accounts, acting as an advocate to ensure success with contact center platforms and resolving complex technical issues.
Role type
Senior Technical Account Manager (Key Accounts)
Builds
Customer success, retention, and referenceability for large, complex contact center clients.
Domain
Customer Experience (CX) / Contact Center / Telecommunications
Deliverable
client delivery
Required skills
Technical problem solving, advanced troubleshooting, contact center software knowledge, implementation management, SLA management, stakeholder partnership
Preferred skills
TCP/IP networking, VoIP technology, telecom circuits (DS0-OC-48), network topology, PBX/Carrier/VoIP architecture, basic scripting, SQL, SIP signaling, IP Telephony
Responsibilities
Resolve complex technical and high-stakes issues for key accounts; partner with Technical Support, Professional Services, Product Management, and Engineering to handle cases within SLA targets; hold regular discussions to review open issues and ensure solutions meet business needs; act as a trusted advisor and reference for prospective customers.
Seniority
Senior, hands-on IC
