Technical Account Manager

🔥 49 minutes ago

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Vonage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $225M Post-IPO Debt on 2014-08

Consulting • Healthcare • Logistics

Vonage is a global leader in communications services, offering a robust suite of tools including Communications APIs, Unified Communications, and Contact Centers solutions. The company empowers businesses to reach and engage customers across various channels such as messaging, voice, and video, facilitating superior customer experiences. Vonage integrates advanced technologies like AI and automation to enhance operational efficiency and customer satisfaction, supporting industries ranging from healthcare to retail with tailored communications solutions. As a testament to its capabilities, Vonage is consistently recognized as a leader in Communications Platform as a Service (CPaaS).

📋 Description

• Serve as the primary point of contact for strategic enterprise accounts, building multi-threaded relationships from developers and product teams to C-suite executives • Act as a credible technical voice in customer conversations, reviewing integration architectures, troubleshooting API implementations, and advising on best practices across Vonage’s full product portfolio (SMS, Voice, WhatsApp, RCS, Video, Verify...) • Lead Quarterly Business Reviews (QBRs), proactively identify risks to customer health, and partner cross-functionally with Technical Experts, Product, and Engineering to resolve complex challenges • Own revenue and direct margin growth for your book of business, forecasting accurately and executing retention and expansion strategies • Develop outcome-driven success plans aligned to each customer’s business objectives, driving measurable platform adoption and long-term ROI • Identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities, working closely with Sales using usage data, health scores, and engagement metrics • Collaborate with Technical Solutions Managers (TSMs) within a pod model for complex solutioning and escalations, while retaining full ownership of commercial outcomes

🎯 Requirements

• 5+ years of experience in Technical Account Management, Customer Success, or a similar strategic customer-facing role with a strong technical background in APIs or developer-facing products • Deep, hands-on knowledge of CPaaS or API platforms: messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions • Solid understanding of REST APIs, webhooks, SDKs, and software integration patterns, comfortable reading API documentation and engaging in technical troubleshooting alongside customers • Demonstrated track record of managing and growing complex enterprise accounts with significant ARR responsibility • Exceptional communication skills, able to hold in-depth technical conversations with developers and engineers, and translate those same concepts clearly for business and executive audiences • Data-driven mindset, proficient in using customer health scores, usage analytics, and engagement metrics to identify risk and growth opportunities (Salesforce, Gainsight, or equivalent) • Proven ability to navigate complex, multi-stakeholder environments and drive alignment across competing priorities.

🏖️ Benefits

• Opportunity to make a significant impact on strategic customer experiences and business growth. • Competitive salary and meaningful career growth opportunities. • Private Medical Insurance (Adeslas). • Group Pension Plan (Generali). • Life Insurance and Group Personal Accident (VidaCaixa). • Ericsson Care Line. • Discretionary Time Off (DTO).