Senior Technical Account Manager

📋 Description

• Partner with Sales and CX to understand opportunity and ensure timely implementations.
• Serve as the enterprise account's single CX contact and advocate; ensure contract deliverables and SLA management.
• Develop and maintain relationships with account stakeholders from frontline to executive leadership.
• Understand account business goals and drive ROI with CX products and services.
• Hold regular discussions balancing proactive and reactive work; become trusted advisor.
• Partner with CX teams to engage proper resources and resolve technical challenges within SLA.
• Responsible for customer satisfaction, retention and reference ability across enterprise accounts.

🎯 Requirements

• Bachelor's degree in Business Management or related field or equivalent experience.
• 8+ years in customer account relationship management.
• 5+ years in Enterprise Account Relationship Management in presales or post-sales incl. program/project/implementation mgmt.
• Excellent communication and presentation skills with C-Level and day-to-day stakeholders.
• Technical skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security.
• Professional judgment and business savvy respected by leaders, co-workers, customers and partners.
• Experience in a matrix-reporting environment.
• Ability to capture common questions and best practices, regularly improving knowledgebase content.
• Self-motivated with ability to prioritize and meet deadlines; capable of handling escalations.
• Ability to travel 30% of the time to customer sites.

🎁 Benefits

• Equal opportunity employer; all qualified applicants considered.
• Global delivery and services across 30+ countries.
• Supportive, high-performance culture.