Partner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned CX resources.
Be the assigned enterprise account's single point of contact and function as their professional advocate and relationship manager within CX.
Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization.
Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services.
Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor.
Partnering with other CX employees and teams, ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets.
Responsible for customer satisfaction, retention and reference ability for all assigned accounts.

Bachelor's degree (BS) in Business Management or related field or equivalent work experience required.
8+ Customer account relationship management experience
5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment including program, project or implementation management.
Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders
Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners
Work in a matrix-reporting environment, where direction and advice is received from several leaders
Ability to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content
Self-Motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer issues and concerns
Ability to travel 30% of the time, visiting customer sites and attending company meetings.

Senior Technical Account Manager

Key skills