Senior Technical Account Manager - SaaS / Software

Spectrum It Recruitment Limited; Birmingham; Remote; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company as a Senior Technical Account Manager focused on SaaS and AI technology. This role involves providing high-level technical support, improving customer experiences, and ensuring technical solutions meet client needs. Ideal candidates will possess strong analytical and troubleshooting skills, along with a background in customer service within tech environments.

Qualifications

• 5+ years in a technical services role in software or telecommunications.
• Demonstrated technical problem-solving proficiency.
• Excellent customer service and communication skills.

Responsibilities

• Exceed customer expectations and improve process and technology deployment.
• Provide technical support and advisory services post-sales.
• Work collaboratively with sales and technical teams for customer success.

Skills

Analytical skills

Troubleshooting skills

Communication skills

Customer service skills

Job description

Senior Technical Account Manager - SaaS | CCaaS

Working at the forefront of AI technology provides a great learning experience that will present you with skills and experience for the next generation of customer success and customer experience CX solutions.

If you are looking to future proof your career and be on the pulse of modern SaaS & AI technology, please read on.

The role of Senior Technical Account Manager (TAM) is part of the professional services team and is a post-sales focused technical support and advisory role.

You will join a team of experienced customer account managers with the aim to exceed customer expectations, improve process, technology deployment and to help the company meet its growth objectives.

Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. The TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

Experience Requirements:

• 5+ years in a Technical Servcies role in software, telecommunications or in customer service, call/contact centre and/or service delivery.
• Demonstrated technical problem solving proficiency Software and/or Telephony.
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Excellent customer service and communication skills, both verbal and written
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport

Experience Preferred:

• Working technical knowledge of contact centre software / design / functionality
• TCP/IP networking knowledge and VoIP technology exposure
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
• Understanding of basic scripting fundamentals
• Understanding of TCP/IP and internet fundamentals
• Software, telecommunications and IP Telephony

If you are looking to work with a market leading company with a very bright future, please apply.

UK Remote. You must be based in the UK and be eligible for security clearance.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.