Technical Account Manager

Summary

Join Cyara's Technical Account Team as a Manager, leading and growing a team of highly skilled TAMs. You will be responsible for ensuring clients maximize the value of Cyara's solutions, requiring both people management and technical expertise. The ideal candidate is passionate about team development, process streamlining, and client success, possessing strong communication and problem-solving skills. This leadership role involves defining development goals, leading process improvements, collaborating cross-functionally, and serving as an escalation point for technical issues. You will also track team performance, manage hiring and training, and contribute to strategic planning. Cyara offers a competitive salary, comprehensive benefits, and a flexible work environment.

Requirements

• 5+ years of experience in a technical account management, customer success, or a similar role in the technology/SaaS industry, with at least 2+ years in a leadership capacity
• Strong technical knowledge with hands-on programming/scripting language (Python, JavaScript, etc.) experience for testing and/or automation
• Proven experience managing and growing high-performing teams
• Excellent verbal and written communication skills, with the ability to clearly and concisely present complex technical information to both technical and non-technical stakeholders
• Strong analytical and problem-solving abilities, with a focus on delivering practical solutions to customer challenges
• Deep understanding of customer needs and a passion for ensuring customer success and satisfaction
• Ability to work cross-functionally, influencing without authority, and building strong relationships with internal and external stakeholders
• High proficiency in Excel, Salesforce, and common business analytics tools

Responsibilities

• Lead, coach, and mentor a team of Technical Account Managers to ensure exceptional service and support are delivered to customers
• Define and manage development goals, plans, and activities to ensure TAMs stay current and expert on product knowledge, consulting skills, and customer value
• Lead process development and continuous improvement initiatives, delegating across the team, to improve overall team efficiency and effectiveness
• Collaborate with cross-functional leaders to ensure effective delivery of customer satisfaction, retention, and growth
• Serve as the escalation point for technical issues and strategic guidance for key accounts, ensuring proactive management of client needs
• Track team performance, customer satisfaction metrics, and key account outcomes, providing regular reporting to senior leadership
• Lead efforts in hiring and training new TAMs to build a strong, diverse, and high-performing team
• Provide technical perspective to overall CX function strategic planning
• Collaborate with customers to ensure they are leveraging Cyara’s solutions to achieve their business goals, ensuring optimal adoption and satisfaction
• Provide health assessments, value assessments, and strategic guidance to customers
• Participate in customer business review meetings as the technical lead
• Perform initial discovery, problem definition, and scoping to engage Professional Services to solve customer problems and deliver managed services where appropriate
• Work closely with the TAM team to troubleshoot complex issues and implement solutions in a timely and efficient manner
• Collaborate with Engineering, Product, and Sales teams to relay customer feedback, prioritize features, and resolve critical technical issues
• Maintain a deep understanding of Cyara’s products and services and how they integrate with customer workflows

Preferred Qualifications

Preference given to those coming from CCaaS, UCaaS, CX, or Gen AI

Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• Flexible work schedules and remote first environment
• Unlimited Time Off in addition to paid holidays
• Life and disability programs
• 401(k) matching program