AI-First Technical Account Manager

Smartcat; Georgia; À distance; USD 110 000 - 170 000; Plein temps

Résumé du poste

Smartcat seeks a Technical Account Manager (TAM) to become the trusted technical expert behind customers, resolving escalations with AI‑first problem solving and ensuring healthy integrations and workflows. You will own onboarding, API/connectors, SSO/SAML, and work across globally distributed teams to support enterprise accounts.

You will guide customers on best practices for CAT tools, AI Coworkers, marketplace, and content pipelines, ensuring adoption and ROI while collaborating with Product

Qualifications

• Background in the localization or translation industry with understanding of languages and international customers.

Responsabilités

• Act as the technical point of contact for an assigned portfolio of accounts within your tier, partnering with the account team on each.
• Take ownership of customer escalations beyond AI capabilities, using technical troubleshooting and AI tools for resolution.
• Resolve customer inquiries in Zendesk and YouTrack, maintaining high customer satisfaction.
• Provide 24/7 coverage as part of a globally distributed team.
• Own technical onboarding and implementation: API/connector integrations, SSO/SAML, workspace architecture, workflows.
• Escalate feature requests and bugs with clear reproduction steps; communicate root causes through resolution.
• Advise customers on best-practice use of Smartcat’s platform to maximize adoption and ROI.
• Monitor technical health signals and flag risk early to the account team.
• Collaborate with engineers, analysts, testers, success managers, and product managers; relay customer feedback for roadmap.
• Develop and maintain help center content, runbooks, and reusable integration patterns using AI.
• Support renewal and expansion with technical proof points: performance data and integration health.

Connaissances

Localization industry

AI‑first support

Troubleshooting

English writing

REST APIs

Webhooks

Python/JavaScript

Zendesk

YouTrack

Remote teamwork

Outils

CMS integrations

TMS integrations

Description du poste

Smartcat seeks a Technical Account Manager (TAM) to become the trusted technical expert behind customers, resolving escalations with AI‑first problem solving and ensuring healthy integrations and workflows. You will own onboarding, API/connectors, SSO/SAML, and work across globally distributed teams to support enterprise accounts.

You will guide customers on best practices for CAT tools, AI Coworkers, marketplace, and content pipelines, ensuring adoption and ROI while collaborating with Product