Technical Account Manager

Job description

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers. Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better. **The Role** The Technical Account Manager (TAM) is a strategic, hands-on technical advisor for Cyara’s global top 20 accounts. The TAM helps these customers realize value through strong adoption, proactive technical strategy, and disciplined escalation ownership, partnering closely with the Customer Success Manager, Account Executive, and broader Field Team to drive measurable outcomes, expand platform maturity and sustain long-term value. ### What You'll Do **Strategic Account Ownership: Global Top 20 Accounts (30–40%)** - Serve as the dedicated technical advisor for Cyara’s global top 20 strategic accounts. - Partner with the CSM and AE as part of the assigned Field Team to ensure customers receive coordinated, high-value engagement across the fulllifecycle. - Build deep knowledge of each customer’s business goals, CX architecture,contact center ecosystem, testing maturity, monitoring strategy, andoperational risk profile. - Own the technical account plan, including adoption priorities, risk areas,success criteria, technical milestones, and value realization opportunities. - Ensure customers get value every step of the way, from onboarding and expansion through renewal, executive reviews, and long-term platform maturity. **Adoption, Value Realization & Technical Strategy (25–30%)** - Develop and maintain technical success plans that align Cyara capabilities to customer business outcomes. - Lead technical roadmap discussions, health checks, solution reviews, and executive-ready technical updates. - Recommend testing, monitoring, automation, and assurance strategies across voice, digital, messaging, and conversational AI channels. - Identify adoption gaps, underused capabilities, technical blockers, and opportunities to improve platform maturity; translate complex technical concepts into clear, actionable business value. **Escalation Ownership & Risk Management (20–25%)** - Own complex technical escalations for strategic customers, coordinatingSupport, Product, Engineering, Professional Services, Customer Success,and Sales to drive clear resolution plans. - Proactively identify technical risks before they become renewal, adoption,or relationship risks. - Ensure escalations are resolved with durable customer confidence, not justshort-term issue closure. **Customer Enablement & Field Team Partnership (15–20%)** - Lead technical workshops, enablement sessions, product demonstrations,and architecture discussions for strategic customers. - Help customer teams improve proficiency through best practices, training recommendations, certifications, and maturity planning. - Equip CSMs and AEs with technical insight, adoption signals, risk intelligence, and value narratives for account planning, executive engagement, and EBRs. **Product Feedback & Continuous Improvement (10–15%)** - Capture field patterns, product gaps, adoption blockers, and customer feedback from Cyara’s most strategic accounts. - Provide structured feedback to Product and Engineering to influence roadmap priorities and improve customer outcomes. - Build repeatable playbooks, value frameworks, enablement assets, and process improvements that strengthen adoption, escalation management, and field-team execution. ### What We're Looking For **Technical Skills: Non-Negotiable** - 5+ years in a TAM, Technical Customer Success, Solutions Architect,Solutions Engineering, or similar post-sales technical role supporting complex enterprise customers. - Strong understanding of SaaS, cloud technologies, APIs, integrations, CX technologies, software testing, monitoring, and test automation. - Ability to analyze technical environments, identify adoption blockers, troubleshoot complex issues, and recommend practical paths forward;experience with scripting, automation, CX, contact center, or conversational AI platforms is highly desirable. ### Customer-Facing Skills: High Importance - Build trust with technical teams, operational leaders, and executive stakeholders while translating complex technical concepts into clear business value. - Bring strong customer empathy, technical judgment, ownership, urgency, and the ability to manage ambiguity and risk under pressure. - Partner effectively with CSMs, AEs, Support, Product, Engineering, and Professional Services to support QBRs, EBRs, renewals, account strategy, and risk reviews. ### Nice to Have - Experience with Cyara or comparable CX assurance, testing, monitoring,contact center, conversational AI, or voice automation platforms. - Prior work in a strategic account program, named account model, or top-account customer success motion. - Experience building adoption frameworks, technical success plans, account health models, or executive-ready value narratives. ### What This Role Is Not - To be direct, this is a strategic, customer-facing technical advisory role—not a support, generalist, or pooled-resource function. - Not a support engineer. This role owns strategic technical outcomes and escalation coordination for top accounts, not ticket management. - Not a generalist CSM or broad pooled resource. The TAM complements the CSM with deep technical ownership and is intentionally focused on the global top 20 accounts. - Not a replacement for Product or Engineering. The TAM provides field insight and coordinates resolution but does not become the customer’s custom engineering team. ### Why This Role: - You’ll work directly with Cyara’s most important global customers and help ensure they get measurable value from the platform. - You’ll operate as a senior technical advisor within a coordinated Field Team focused on strategic account success. - You’ll help shape Cyara’s strategic TAM model through stronger technical strategy, adoption planning, escalation discipline, and field feedback.