Technical Account Manager

United States Digital Space LLC; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Private Medical Insurance

Group Pension Plan

Life Insurance and Group Personal Acc.

Care Line

Discretionary Time Off

Job summary

the company is a global cloud communications leader. You will join as a Technical Account Manager driving platform adoption for enterprise accounts across SMS, Voice, and video, aligning technical outcomes with business value.

You will bridge developers and executives, lead QBRs, and own ARR growth while collaborating with Sales, Product, and Engineering. Fluency in English is required; German/French is a plus. Competitive pay and benefits offered.

Qualifications

• 5+ years in Technical Account Management or similar strategic role.
• Strong technical background in APIs or developer-facing products.
• Deep CPaaS or API platform knowledge: SMS, WhatsApp, RCS, Voice, Video.
• Solid understanding of REST APIs, webhooks, SDKs & integration patterns.
• Experience growing complex enterprise accounts with ARR responsibility.

Responsibilities

• Serve as the primary contact for strategic enterprise accounts and build multi-threaded relationships.
• Review integration architectures, troubleshoot API implementations, and advise on best practices.
• Lead QBRs, identify risks to customer health, and coordinate with cross-functional teams.
• Own revenue growth and direct margin for your book, with retention & expansion strategies.
• Develop outcome-driven success plans aligned to customer objectives and ROI.
• Identify upsell/cross-sell opportunities using usage data and health scores.
• Collaborate with Technical Solutions Managers for complex solutioning and commercial ownership.

Skills

Fluent English

German/French

Education

Bachelor’s degree in Computer Science / IT / Engineering

Tools

Salesforce

Gainsight

Job description

Join the company and help us innovate cloud communications for businesses worldwide!the company Communications APIsAs 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. the company 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 the company’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 under‑utilised 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 bringRequired:

• 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., the company, 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 the company, we'd love to hear from you.

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Who we are:

the company 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.