Technical Account Manager

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🔥 46 minutes ago

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Cyara

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 Private Equity Round on 2022-01

Consulting • Healthcare • Marketing

Cyara is an AI-led customer experience assurance platform that provides comprehensive solutions for monitoring, testing, and optimizing customer journeys across various channels. The platform supports seamless testing of IVRs, chatbots, live voice interactions, and cloud contact centers, ensuring flawless customer interactions and experiences. Cyara's innovative approach utilizes sophisticated bots to simulate real customer interactions, identify issues, and improve performance before any customer impact occurs. With its no-code, user-friendly interface, Cyara enables companies to innovate faster, mitigate risks, and maintain a customer-centric focus while achieving significant ROI and cost savings. Trusted by top technology, health insurance, and car insurance companies, Cyara plays a crucial role in enhancing customer satisfaction and operational efficiency.

📋 Description

• Serve as the dedicated technical advisor for Cyara’s global top 20 strategic accounts • Partner with CSMs, AEs, Support, Product, Engineering, Professional Services, Customer Success, and Sales throughout the customer lifecycle • Build knowledge of customers’ business goals, CX architecture, contact center ecosystem, testing maturity, monitoring strategy, and operational risk profile • Own technical account plans covering adoption priorities, risks, success criteria, milestones, and value realization • Develop technical success plans aligned with customer business outcomes • Lead roadmap discussions, health checks, solution reviews, technical workshops, enablement sessions, product demonstrations, and architecture discussions • Recommend testing, monitoring, automation, and assurance strategies across voice, digital, messaging, and conversational AI channels • Identify adoption gaps, technical blockers, risks, and platform-maturity opportunities • Own complex technical escalations and coordinate resolution plans • Equip CSMs and AEs with technical insights, adoption signals, risk intelligence, and value narratives • Capture customer feedback, product gaps, and adoption blockers for Product and Engineering • Build repeatable playbooks, value frameworks, enablement assets, and process improvements

🎯 Requirements

• 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 highly desirable • Ability to build trust with technical teams, operational leaders, and executive stakeholders while translating complex technical concepts into clear business value • Strong customer empathy, technical judgment, ownership, urgency, and ability to manage ambiguity and risk under pressure • Ability to partner with CSMs, AEs, Support, Product, Engineering, and Professional Services for QBRs, EBRs, renewals, account strategy, and risk reviews • Experience with Cyara or comparable CX assurance, testing, monitoring, contact center, conversational AI, or voice automation platforms nice to have • Experience in a strategic account program or named-account customer success motion nice to have • Experience building adoption frameworks, technical success plans, account health models, or executive-ready value narratives nice to have

🏖️ Benefits

• Competitive pay • Comprehensive benefits • Flexible work options • Recognition programs • Strong focus on employee well-being • Inclusive, collaborative, and continuous-learning culture