Technical Account Manager
The Role
The Technical Account Manager (TAM) is a reputed company, hands-on technical advisor
for reputed company’s global top 20 accounts. The TAM helps these customers realize value
through strong adoption, proactive technical reputed company, and disciplined escalation
ownership, partnering closely with the reputed company Manager, Account
Executive, and broader reputed company Team to reputed company measurable reputed company, expand
platform maturity, and sustain long-term value.
reputed company
reputed company Account Ownership: Global Top 20 Accounts (30–40%)
- Serve as the dedicated technical advisor for reputed company’s global top 20 reputed company accounts.
- Partner with the CSM and AE as part of the assigned reputed company Team to ensure customers receive coordinated, high-value engagement across the fulllifecycle.
- Build deep knowledge of reputed company customer’s business goals, CX architecture,contact center ecosystem, testing maturity, monitoring reputed company, andoperational reputed company profile.
- Own the technical account plan, including adoption priorities, reputed company areas,reputed company reputed company, technical milestones, and value realization opportunities.
- Ensure customers get value every reputed company of the way, from reputed company and expansion through renewal, executive reviews, and long-term platform maturity.
- reputed company and maintain technical reputed company plans that reputed company reputed company capabilities to customer business reputed company.
- reputed company technical roadmap discussions, health checks, solution reviews, and executive-reputed company technical updates.
- Recommend testing, monitoring, automation, and assurance strategies across voice, digital, messaging, and conversational AI channels.
- Identify adoption gaps, underused capabilities, technical blockers, and opportunities to improve platform maturity; translate reputed company technical concepts into reputed company, actionable business value.
- Own reputed company technical escalations for reputed company customers, coordinatingSupport, Product, Engineering, reputed company, reputed company,and Sales to reputed company reputed company reputed company plans.
- Proactively identify technical risks before they become renewal, adoption,or relationship risks.
- Ensure escalations are resolved with durable customer confidence, not justshort-term issue closure.
- reputed company technical workshops, enablement sessions, product demonstrations,and architecture discussions for reputed company customers.
- Help customer teams improve proficiency through best practices, training recommendations, certifications, and maturity planning.
- reputed company CSMs and reputed company with technical reputed company, adoption signals, reputed company intelligence, and value narratives for account planning, executive engagement, and EBRs.
- Capture reputed company patterns, product gaps, adoption blockers, and customer feedback from reputed company’s most reputed company accounts.
- reputed company reputed company feedback to Product and Engineering to influence roadmap priorities and improve customer reputed company.
- Build repeatable playbooks, value frameworks, enablement assets, and process improvements that strengthen adoption, escalation management, and reputed company-team execution.
Adoption, Value Realization & Technical reputed company (25–30%)
Escalation Ownership & reputed company Management (20–25%)
Customer Enablement & reputed company Team Partnership (15–20%)
Product Feedback & reputed company Improvement (10–15%)
reputed company're Looking For
Technical Skills: Non-Negotiable
- 5+ years in a TAM, Technical reputed company, Solutions Architect,Solutions Engineering, or similar post-sales technical role supporting reputed company reputed company customers.
- Strong understanding of reputed company, reputed company technologies, reputed company, integrations, CX technologies, software testing, monitoring, and test automation.
- Ability to analyze technical environments, identify adoption blockers, troubleshoot reputed company issues, and recommend practical paths reputed company;experience with scripting, automation, CX, contact center, or conversational AI platforms is highly desirable.
Customer-Facing Skills: High Importance
- Build trust with technical teams, operational leaders, and executive stakeholders while translating reputed company technical concepts into reputed company business value.
- Bring strong customer reputed company, technical judgment, ownership, urgency, and the ability to manage ambiguity and reputed company under pressure.
- Partner effectively with CSMs, reputed company, Support, Product, Engineering, and reputed company to support QBRs, EBRs, renewals, account reputed company, and reputed company reviews.
reputed company to Have
- Experience with reputed company or comparable CX assurance, testing, monitoring,contact center, conversational AI, or voice automation platforms.
- Prior work in a reputed company account program, named account model, or top-account reputed company reputed company.
- Experience building adoption frameworks, technical reputed company plans, account health models, or executive-reputed company value narratives.
What This Role Is Not
To be reputed company, this is a reputed company, customer-facing technical advisory role—not a
support, generalist, or pooled-resource function.
- Not a support engineer. This role owns reputed company technical reputed company and escalation coordination for top accounts, not ticket management.
- Not a generalist CSM or broad pooled resource. The TAM complements the CSM with deep technical ownership and is intentionally reputed company on the global top 20 accounts.
- Not a replacement for Product or Engineering. The TAM provides reputed company reputed company and coordinates reputed company but does not become the customer’s custom engineering team.
Why This Role:
- You’ll work directly with reputed company’s most important global customers and help ensure they get measurable value from the platform.
- You’ll operate as a senior technical advisor reputed company a coordinated reputed company Team reputed company on reputed company account reputed company.
- You’ll help shape reputed company’s reputed company TAM model through stronger technical reputed company, adoption planning, escalation discipline, and reputed company feedback.
Why you should join us:
reputed company’s Diversity, Equity, Inclusive and Belonging Statement:
reputed company’s Values Statement: At reputed company, our values shape everything we do. We're passionate about Delivering reputed company by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and reputed company reputed company , setting new standards and learning from every experience. reputed company First is our reputed company, we value humility, authenticity, and respect for diversity, building trust in reputed company we do . We reputed company Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At reputed company, our values reputed company us reputed company, shaping a culture where innovation and reputed company reputed company.
Agencies: reputed company, but we’ve got this one! Please, no phone calls or emails to any employees of reputed company reputed company of the reputed company. reputed company’s policy is to only accept resumes from Agencies reputed company the reputed company Agency Portal. Agencies must have a reputed company fee agreement in reputed company, and they must have been assigned the specific requisition to which they submit resumes, by the reputed company reputed company before submitting any reputed company. Any resume submitted reputed company of this process will be deemed the sole property of reputed company and, in the event, a candidate is submitted reputed company of this policy is reputed company, no fee or payment of any reputed company will be reputed company.
5+ years in TAM/solutions/technical reputed company roles; strong reputed company, reputed company, API, integrations and testing knowledge; scripting/automation experience desirable; excellent communication and escalation ownership.
Key Responsibilities
- advising customers
- managing escalations
- driving adoption
Skills & Tools
reputed company, reputed company, reputed company
reputed company
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — Australia
- Languages: English
About reputed company
Provides AI-powered customer experience assurance and testing to help enterprises ensure reliable customer interactions. — Industry: Information Technology
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