Lead Technical Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Technical Account Manager based in the United States.

This role provides the opportunity to become a strategic technology partner for some of the most complex enterprise customers.
You will own key customer relationships, ensuring successful adoption, implementation, and long-term value from advanced technology solutions.
The position combines technical expertise, account management, and problem-solving to deliver exceptional customer outcomes.
You will collaborate with engineering, product, professional services, and support teams to resolve challenges and drive continuous improvement.
This is a high-impact role supporting critical customers while helping shape scalable processes and customer success strategies.
You will join a collaborative, innovation-focused environment where technical excellence and customer partnership are central to success.

• Take ownership of strategic customer relationships, acting as a trusted advisor and advocate throughout implementation, adoption, and ongoing service delivery.
• Partner with customers before and after go-live to ensure successful deployment, strong engagement, and long-term satisfaction.
• Resolve complex technical challenges and provide expert guidance for high-priority customer issues, including technically and operationally sensitive situations.
• Build strong relationships with assigned accounts by understanding their business objectives, technology environment, and customer experience goals.
• Ensure technical issues, service requests, and customer cases are managed effectively within agreed service-level expectations.
• Collaborate closely with Technical Support, Professional Services, Engineering, and Product teams to drive issue resolution and improve customer outcomes.
• Monitor customer satisfaction, retention, and advocacy while identifying opportunities to expand product usage and strengthen partnerships.
• Lead technical discussions, troubleshoot advanced issues, and provide recommendations that help customers maximize the value of their solutions.
• Contribute to process improvements, operational excellence, and the continuous enhancement of customer success practices.
• Support the growth of strategic accounts by serving as a reference point for prospective customers and internal stakeholders.

Requirements

• 5–8+ years of experience in a technical, service delivery, customer success, or account management role within software, telecommunications, contact center technology, or related industries.
• Proven experience managing enterprise customer relationships and building trusted partnerships with technical and business stakeholders.
• Strong technical troubleshooting and analytical problem-solving abilities, with experience handling complex customer environments.
• Solid understanding of contact center software, architecture, implementation processes, and service delivery models.
• Experience communicating effectively at both technical and functional levels while maintaining strong business relationships.
• Knowledge of networking fundamentals, including TCP/IP, internet technologies, VoIP, and telecommunications concepts.
• Experience with SIP signaling, telecom infrastructure, network topology, PBX systems, and carrier technologies is preferred.
• Familiarity with scripting concepts, databases, SQL, and technical automation practices is a plus.
• Experience using AI productivity tools or modern technology platforms is advantageous.
• Strong communication, organization, and stakeholder management skills with the ability to work across technical and non-technical teams.
• Analytical, curious, service-oriented, and collaborative mindset with the ability to adapt quickly in a fast-changing environment.

Benefits

• Opportunity to work with a global technology organization delivering innovative customer experience solutions.
• Competitive compensation package with benefits designed to support employee well-being and career growth.
• Collaborative and creative work environment with opportunities to work alongside highly skilled professionals.
• Flexible work approach supporting remote employees across the United States.
• Access to internal career development opportunities across multiple functions, disciplines, and locations.
• Opportunity to influence customer success strategies and contribute to impactful technology initiatives.
• Inclusive workplace culture committed to equal opportunity, diversity, and belonging.
• Support for professional growth in a fast-paced, innovation-driven environment.