Lead Technical Account Manager

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Collaborative culture

Internal career opportunities

Global market leader

Top professional team

Continuous growth

Job summary

Ladders is seeking a Lead Technical Account Manager to serve as a trusted technical partner for key customer accounts, guiding them through pre- and post-go-live phases to support adoption, stability, and long-term success. This remote role is US-based with no visa sponsorship.

You will own the customer relationship, resolve complex technical issues, and collaborate with internal teams to ensure SLA targets are met and customer satisfaction remains high.

Qualifications

• 10 years in a technical or service role in software, telecommunications, or customer service/call center environments.
• Proven technical problem‑solving skills.
• Strong analytical and advanced troubleshooting abilities with end‑users and customers.
• Working knowledge of contact center software and functionality.
• Experience in both technology implementation and business communication.

Responsibilities

• Own the customer relationship for key CX customers, advocating for their success pre- and post-go-live
• Resolve complex technical and customer service issues for key accounts
• Maintain effective relationships with assigned accounts through regular discussions
• Ensure all technical challenges and requests are addressed within SLA targets by collaborating with various teams
• Be accountable for customer satisfaction, retention, and referenceability for assigned accounts

Skills

Technical problem-solving

Analytical skills

Troubleshooting

Customer service

Communication

Tools

Contact center software

Job description

For our client, we are seeking a Lead Technical Account Manager to join the team of a leader in the Enterprise Technology space.

In this role, you will serve as a trusted technical partner for key customer accounts, guiding them through both pre- and post-go-live phases to support adoption, stability, and long‑term success. You will act as the primary point of ownership for complex technical issues, ensuring customer needs are addressed with urgency and precision. This position requires close collaboration across internal teams to deliver strong service outcomes, protect retention, and strengthen customer satisfaction and advocacy.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Own the customer relationship for key CX customers, advocating for their success pre- and post-go-live
• Resolve complex technical and customer service issues for key accounts
• Maintain effective relationships with assigned accounts through regular discussions
• Ensure all technical challenges and requests are addressed within SLA targets by collaborating with various teams
• Be accountable for customer satisfaction, retention, and referenceability for assigned accounts

Qualifications

• 10 years in a technical or service role in software, telecommunications, or customer service/call center environments
• Proven technical problem‑solving skills
• Strong analytical and advanced troubleshooting abilities with end‑users and customers
• Working knowledge of contact center software and functionality
• Experience in both technology implementation and business communication

Benefits

• Opportunity to work in a fast‑paced, collaborative, and creative environment
• Access to internal career opportunities across various roles and locations
• Be part of a market‑leading, innovative global company
• Work with a team of top professionals in the field
• Chance to learn and grow daily in a dynamic setting

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.