Technical Account Manager

Embedded Shishya; Gopalganj; Hybrid; INR 9,976,000 - 14,409,000; Full time

Benefits offered by this job

Private Medical Insurance (Adeslas)

Group Pension Plan (Generali)

Life Insurance

Group Personal Accident (VidaCaixa)

Ericsson Care Line

Discretionary Time Off (DTO)

Job summary

Vonage is seeking a Technical Account Manager to drive platform adoption and revenue growth for a portfolio of enterprise accounts worldwide. The role demands fluency in APIs, developer‑facing conversations, and a hands‑on CPaaS background.

You will own customer relationships, review architectures, and guide customers through complex integrations across SMS, Voice, Video, and Verify while partnering with Sales and Engineering to maximize ARR and long‑term value.

Qualifications

• 5+ years of experience in Technical Account Management, Customer Success, or similar strategic customer‑facing role with a strong technical background in APIs or developer‑facing products.
• Deep experience with CPaaS or API platforms (messaging, Voice, Video, Verify).
• Solid understanding of REST APIs, webhooks, SDKs, and software integration patterns.

Responsibilities

• Serve as the primary point of contact for strategic enterprise accounts, building multi‑threaded relationships from developers and product teams to C‑suite executives.
• Review integration architectures, troubleshoot API implementations, and advise on best practices across Vonage’s product portfolio.
• Lead QBRs, identify risks to customer health, and collaborate with cross‑functional teams to resolve challenges.
• Own revenue and direct margin growth for your book of business, forecasting and executing retention/expansion strategies.
• Develop outcome‑driven success plans aligned to customer objectives, driving platform adoption and ROI.
• Identify upsell/cross‑sell opportunities by mapping use cases to new capabilities with Sales.
• Collaborate with Technical Solutions Managers within a pod model for complex solutioning and escalations.

Skills

TAM / Customer Success experience

CPaaS / API platforms

REST APIs

Enterprise account management

Communication skills

Data-driven

Cross-functional collaboration

Stakeholder management

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering

Tools

Salesforce

Gainsight

Job description

Headquarters: Spain, remote

Join Vonage and help us innovate cloud communications for businesses worldwide!

Vonage Communications APIs

As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. Vonage API solutions empower organizations to build their custom omnichannel communications structure, allowing them to reach and engage customers on their preferred schedule and channel, including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.

Why this role matters

As a Technical Account Manager, you will be the trusted advisor and strategic partner for a portfolio of enterprise accounts, driving platform adoption, long-term value, and revenue growth. This role demands a strong technical foundation; you must be fluent in APIs, comfortable in developer-facing conversations, and ideally bring hands‑on experience from the CPaaS industry. You don’t just bridge the gap between technical complexity and business outcomes, you live in both worlds simultaneously.

Your key responsibilities

• Serve as the primary point of contact for strategic enterprise accounts, building multi‑threaded relationships from developers and product teams to C‑suite executives
• Act as a credible technical voice in customer conversations, reviewing integration architectures, troubleshooting API implementations, and advising on best practices across Vonage’s full product portfolio (SMS, Voice, WhatsApp, RCS, Video, Verify...)
• Lead Quarterly Business Reviews (QBRs), proactively identify risks to customer health, and partner cross‑functionally with Technical Experts, Product, and Engineering to resolve complex challenges
• Own revenue and direct margin growth for your book of business, forecasting accurately and executing retention and expansion strategies
• Develop outcome‑driven success plans aligned to each customer’s business objectives, driving measurable platform adoption and long‑term ROI
• Identify and develop upsell and cross‑sell opportunities by connecting customer use cases to new or underutilised capabilities, working closely with Sales using usage data, health scores, and engagement metrics
• Collaborate with Technical Solutions Managers (TSMs) within a pod model for complex solutioning and escalations, while retaining full ownership of commercial outcomes

What you'll bring

Required:

• Fluent English and German/French is a must
• 5+ years of experience in Technical Account Management, Customer Success, or a similar strategic customer‑facing role with a strong technical background in APIs or developer‑facing products
• Deep, hands‑on knowledge of CPaaS or API platforms: messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions
• Solid understanding of REST APIs, webhooks, SDKs, and software integration patterns, comfortable reading API documentation and engaging in technical troubleshooting alongside customers
• Demonstrated track record of managing and growing complex enterprise accounts with significant ARR responsibility
• Exceptional communication skills, able to hold in-depth technical conversations with developers and engineers, and translate those same concepts clearly for business and executive audiences
• Data‑driven mindset, proficient in using customer health scores, usage analytics, and engagement metrics to identify risk and growth opportunities (Salesforce, Gainsight, or equivalent)
• Proven ability to navigate complex, multi‑stakeholder environments and drive alignment across competing priorities

Experience we consider a plus:

• Direct experience at a CPaaS provider (e.g., Vonage, Twilio, Sinch, Infobip, MessageBird) - this is a strong differentiator
• Familiarity with conversational AI, chatbot platforms, or omnichannel engagement strategies
• Knowledge of VoIP, SIP, or WebRTC protocols
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field

How you'll benefit

• Opportunity to make a significant impact on strategic customer experiences and business growth.
• Competitive salary and meaningful career growth opportunities.
• Private Medical Insurance (Adeslas).
• Group Pension Plan (Generali).
• Life Insurance and Group Personal Accident (VidaCaixa).
• Ericsson Care Line.
• Discretionary Time Off (DTO).

#LI-MW1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable‑based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.