Senior Technical Account Manager

Jobtailor

Northern (KY)

Hybrid

USD 90,000 - 130,000

Full time

5 days ago

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Job summary

Jobtailor is seeking a Customer Success leader to drive outcomes for strategic accounts in a fast-paced enterprise setting. You will champion adoption, retention, and long-term value while aligning customer objectives with internal teams and resources.

You will act as a trusted advisor, manage risk, and ensure contract deliverables and ongoing education. The role requires travel up to 20% and strong cross-functional collaboration across CX teams.

Qualifications

Bachelor's degree in Business Management or related field or equivalent work experience.
5+ years proven track record of Enterprise Account Relationship Management in presales or post sales.
Excellent communication and presentation skills with C-Level and day-to-day operations stakeholders.
Experience developing and executing Customer Success strategies for enterprise accounts.
Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.
Proven ability to lead cross-functional teams and drive accountability in matrixed organizations.
Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
Work largely during the customers' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required by the customer.
Ability to travel 20% of the time, visiting customer sites and attending company meetings.
Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.
Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
Experience supporting customer regulatory requirements including HIPPA, PCI, SOX, FISMA etc.
Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc. (preferred)

Responsibilities

Serve as Customer Success leader for assigned Strategic accounts
Drive business outcomes, solution adoption, customer health, retention, and long-term value realization
Act as trusted advisor and executive partner, aligning customer objectives with internal resources
Proactively manage risk, drive accountability across cross-functional teams, and ensure measurable customer success
Serve as primary point of contact, professional advocate, and relationship manager within CX
Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement
Manage customer satisfaction, retention, and referenceability for assigned accounts
Build relationships across customer organizations, from frontline contact center management through executive leadership
Understand customer business goals and drive return on investment with products and services
Conduct regular discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
Partner with Technical Support, Professional Services, Product Management, and other CX teams to resolve issues and requests within SLA and customer outcome expectations
Facilitate triage and troubleshooting and apply in-depth knowledge of CX products and associated technologies
Ensure communications, assignments, actions, and details are clear, timely, effective, and logged in the CRM system
Communicate professionally during emotionally charged and escalated situations
Coach and mentor peers and contribute to knowledge creation and improvement
Prevent escalations, engage resources, and lead team goal achievement
Act as backup for managers or other Technical Account Managers as needed

Skills

Customer Success Strategy

Enterprise Account Management

Cross-Functional Leadership

Executive Business Reviews

CX Product Knowledge

Education

Bachelor's degree in Business Management or related field

Tools

CRM System

Support Tools

Professional Services Platforms

Service Review Tools

Job description

Serve as Customer Success leader for assigned Strategic accounts
Drive business outcomes, solution adoption, customer health, retention, and long-term value realization
Act as trusted advisor and executive partner, aligning customer objectives with internal resources
Proactively manage risk, drive accountability across cross-functional teams, and ensure measurable customer success
Serve as primary point of contact, professional advocate, and relationship manager within CX
Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement
Manage customer satisfaction, retention, and referenceability for assigned accounts
Build relationships across customer organizations, from frontline contact center management through executive leadership
Understand customer business goals and drive return on investment with products and services
Conduct regular discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
Partner with Technical Support, Professional Services, Product Management, and other CX teams to resolve issues and requests within SLA and customer outcome expectations
Facilitate triage and troubleshooting and apply in-depth knowledge of CX products and associated technologies
Ensure communications, assignments, actions, and details are clear, timely, effective, and logged in the CRM system
Communicate professionally during emotionally charged and escalated situations
Coach and mentor peers and contribute to knowledge creation and improvement
Prevent escalations, engage resources, and lead team goal achievement
Act as backup for managers or other Technical Account Managers as needed

Requirements

Bachelor's degree (BS) in Business Management or related field or equivalent work experience required
5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment
Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders
Experience developing and executing Customer Success strategies for enterprise accounts
Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management
Proven ability to lead cross-functional teams and drive accountability in matrixed organizations
Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
Work largely during the customers' core business hours, with occasional extended hours as needed
Occasional on-call after-hours work may be required as needed by the customer
Ability to travel 20% of the time, visiting customer sites and attending company meetings
Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts
Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.
Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc. (preferred)

Core Competencies

Demonstrates expertise in Customer Success leadership, focusing on driving business outcomes, customer health, and retention for strategic accounts. Proficient in managing cross-functional teams and executing Customer Success strategies while ensuring effective communication and relationship management.

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