Technical Account Manager
Core
Serve as the primary technical advisor and point of contact for enterprise accounts, ensuring SLA compliance, driving ROI, and managing complex technical issues in contact center and telecommunications environments.
Role type
Senior Technical Account Manager (Enterprise)
Builds
Enterprise customer success, retention, and strategic solution alignment for contact center and telecom clients.
Domain
Telecommunications, Contact Center Infrastructure, Cloud-based Software, Security
Deliverable
client delivery
Required skills
Enterprise account relationship management, advanced triage and troubleshooting, C-level executive engagement, telecommunications and contact center infrastructure expertise, LAN/WAN and cloud software knowledge, risk identification and mitigation, bilingual communication (Spanish/English), Portuguese proficiency
Preferred skills
Global delivery operations, regulatory compliance (HIPAA, PCI, SOX, FISMA), Lean Six Sigma, ITIL, PMP, TOGAF, Cisco certifications
Technologies
Contact center infrastructure, Telecommunications, LAN/WAN, Cloud-based Software, Security technologies
Responsibilities
Maintain accountability for contract deliverables and SLA compliance across assigned enterprise accounts; Conduct strategic reviews to assess contact center operations and validate solution alignment; Coordinate with internal CX teams to resolve complex technical challenges; Collaborate with Sales during final stages to assess opportunity viability and implementation risks; Develop and deliver customized presentations quantifying product utilization and strategic opportunities; Provide technical and process training to internal staff based on demonstrated expertise.
Seniority
Senior, hands-on IC with strategic advisory responsibilities