Technical Account Manager

Job description

Be the lead enterprise architect for key customers to lead them through innovation and transformation with confidence. This role reports to the Chief Customer Officer We are hiring for this role in the US. Preferred location Phoenix, AZ. About OneReach: Calling all leaders, competitors, role models, entrepreneurs, and impostors We need your help building a customer success team for the most advanced conversational AI platform in the world (Don’t take our word for it - see Gartner: ) is at the epicenter of (1) AI and Conversational AI (2) Internet and telephony networking and (3) Microservices composable architectures. If you haven't heard of 1, 2, or 3 - do your research before you apply. These are the most exciting domains in tech but also the most challenging. No matter your background or skill level you will learn things you didn't know were possible. You will connect dots to the experiences and skills you bring to the table - to help our team and the state of the art grow. You will be forged in the heat of impostor syndrome and grow your skills, knowledge, and leadership every day. Flexible hours Unlimited PTO A laptop and screen Health benefits for you and your dependents (50%) Read our Glassdoor - we're an awesome place to work: And we literally wrote the book on hyperautomation: About the Role: Technical Account Manager Technical Account Managers at love technology (both building it and talking about it), are passionate about customer success, are always learning, and enjoy being ‘in the weeds’ on client solutions and delivery. As a TAM, you will play a critical role in helping customers accelerate their journey towards hyperautomation by teaching best practices, assisting with architectural design, and partnering with the other members of the Customer Success Team to ensure the solutions built using the platform are highly performant, resilient, and future-proofed. You will drive discussions with client leadership, developers, and enterprise architecture teams about how to think about hyperautomation in a highly scalable way, the benefits and best practices associated with low-code and no-code software development, and how to facilitate teamwork across cross functional teams. You will play a direct role in helping design, deploy, document, and manage solutions that are technically sound and take advantage of composable architectures. Your interpersonal skills will enable you to serve as a trusted advisor to your clients and you will enjoy the level of transparency that your clients provide to you. In return, you will share in the success of each deployment and iteration and enjoy watching your hard work come to life in big ways. Role Description Technical Account Managers support our Customer's goals to innovate and transform the customer experience using all the components of the platform: Conversational AI, NLU, Voice, Process Automation, Telephony, APIs, Messaging, and more. As a TAM, you will represent the art of the possible in our solution-design conversations with customers while also educating their technical teams on how these solutions come to life. You will lead delivery teams to design, develop, and deploy solutions that are flexible, scalable, and resilient. You will drive discussions with client leadership about incidents, tradeoffs, and risk management. You will enable customers to better understand and adopt the features that best support their business goals. You will be the primary point of contact for knowledge and leadership about a client's technology environment, solution architecture, and key points of contact. Given these relationships and subject matter knowledge, you will become our clients' trusted partner in delivery and operational excellence. You will be a perpetual student of new technologies and the art of the possible to help enable our clients achievement and adoption of services. Day to Day Responsibilities: ● Provide senior technical leadership to and Client delivery teams to implement best practice solutions and concepts, as we integrate OneReach products into client ecosystems ● Provide ongoing quality checks and reviews of solution designs to optimize performance and cost ● Track and coordinate response to all client inquiries, requests, events, upgrades, incidents and outages ● Partner with Customer Success Managers and delivery teams to: ○ drive execution of programs, management of timelines, milestones, risk mitigation activities; ○ Actively engage clients across the organization, across our product lifecycle ○ develop scope, timelines, work planning; ○ define strategies for disaster recovery, deployment, failover, testing, migration, monitoring,and reporting ● Partner with client Enterprise Architects to create a teaming relationship, build trust, and drive rapid outcomes ● Oversee that technical requirements are considered and adhered to (e.g. Failover, Load, Performance requirements; interdependencies; test planning; Release planning) ● Oversee and approve changes and go-lives ● Drive incident response and customer communications with support from Delivery Pods and Support team ● Participate in Think Tank reviews to review and approve solutions, plans; help create flight plans for delivery pods and CSMs ● Partner with Account Exec to surface new opportunities for sales and expansion Success Factors / KPIs ● Response time to client requests and incidents ● Customer Satisfaction Key Skills ● 3-5 years of technical engineering experience in a cloud native environment ● Experience with building, testing, deploying, and troubleshooting production technology solutions ● Experience with DevOps and Continuous Improvement principles ● The ability to communicate complex technology concepts to broad audiences ● Visual communications (diagrams, etc.) Key Traits ● Ability to communicate passionately and knowledgeably ● Desire to learn constantly ● Obsession with technology and AI Key Competencies ● Telephony and Network Architecture ● SIP ● SBC ● WebRTC ● SRTP ● Wireshark ● CloudWatch ● SolarWinds ● UUI / X-Header ● Ribbon / Audiocodes ● Microsoft Teams ● Soft Phones Please keep in mind that we are describing the background we imagine would best fit the role. Even if you don’t meet all the requirements, yet you are confident that you are up for the task, we absolutely want to get to know you!