Senior Technical Account Manager

Summary

Join Ema, a leading-edge AI technology company, as a Senior Technical Account Manager and drive successful implementations of agentic AI workflows for enterprise clients. You will serve as the primary liaison between customers and internal teams, managing project lifecycles, stakeholder communication, and technical issue resolution. This role demands strong technical project management skills, proactive risk mitigation, and a deep understanding of AI Employees. You will continuously monitor AI Employee performance, provide customer training and enablement, and foster strong customer relationships. This high-impact position is ideal for individuals who thrive in fast-paced environments and are passionate about transforming enterprise workflows with AI. The position offers a hybrid work environment and competitive compensation.

Requirements

• Experience: 5+ years in a Technical Account Manager, Customer Success, or Solutions Architect role within Enterprise SaaS or AI platforms
• Technical Expertise: Strong understanding of AI technologies, cloud services, and enterprise integrations
• Customer Engagement: Proven track record of building strategic relationships with enterprise customers, particularly in high-stakes, complex environments
• Problem Solving & Strategic Thinking: Strong analytical skills with the ability to identify customer pain points, develop strategic solutions, and drive business value
• Communication Skills: Exceptional verbal and written communication skills, with the ability to simplify complex technical concepts for diverse stakeholders
• Customer-Centric Mindset: Passionate about delivering value and building long-term customer success stories
• Adaptability & Ownership: Ability to thrive in a fast-paced startup environment with a high degree of ownership, urgency, and a bias for action

Responsibilities

• Lead end-to-end implementation of Ema’s agentic AI workflows for enterprise customers
• Own the entire project lifecycle—from kickoff, planning, execution, risk mitigation, and go-live to post-deployment optimization
• Identify and mitigate technical, stakeholder, and business risks proactively, ensuring successful customer adoption
• Serve as the single point of contact for all implementation-related deliverables, setting clear expectations with both internal and external stakeholders
• Work closely with engineering and solution engineering teams to resolve technical roadblocks swiftly
• Continuously monitor AI Employees’ performance, ensuring they meet customer expectations and business objectives
• Establish clear evaluation criteria from the customer’s perspective and proactively address performance gaps
• Determine when to engage internal teams (e.g., AI Application Engineering, Data Science) to improve AI Employee functionality or resolve technical issues
• Analyze customer usage patterns and feedback to recommend optimizations for better accuracy, efficiency, and automation
• Train and educate customers on how to effectively utilize AI Employees and agentic AI workflows
• Develop comprehensive training materials, conduct workshops, and offer hands-on guidance to drive adoption
• Monitor adoption rates and user engagement, identifying potential roadblocks early and addressing them proactively
• Act as a strategic advisor, helping customers maximize ROI from Ema’s solutions
• Monitor customer satisfaction and identify risks to retention, working proactively to ensure long-term engagement
• Run business reviews (QBRs) and success check-ins with key stakeholders to align on objectives and ensure continued value realization
• Identify upsell and cross-sell opportunities, collaborating with the Sales team to expand product adoption
• Bridge technical and business teams, translating customer requirements into actionable solutions
• Lead structured internal escalations, ensuring that the right stakeholders are engaged at the right time
• Manage stakeholder expectations effectively, ensuring alignment between customer needs and Ema’s roadmap
• Communicate complex technical issues to non-technical stakeholders in an accessible way

Benefits

• Hybrid work environment with flexible work arrangements in Silicon Valley and Bangalore
• Competitive salary and performance-based bonuses