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Technical Account Manager

4 weeks ago
Australia
Senior
Technical Account Manager
Customer and Technical Support
Apply Now
Cyara

Cyara

Cyara is the world's leading Automated CX Assurance Platform provider, offering a comprehensive and easy-to-use customer experience testing software for contact centers. Their AI-powered platform helps leading brands deliver flawless customer journeys ...

IT Services
251-1K
Founded 2006
$25M raised
View All Jobs 10

Description

  • Serve as the dedicated technical advisor for Cyara’s global top 20 strategic accounts.
  • Partner with Customer Success Managers, Account Executives, and the broader Field Team across the full customer lifecycle.
  • Build deep knowledge of each customer’s business goals, CX architecture, contact center ecosystem, testing maturity, monitoring strategy, and operational risk profile.
  • Own the technical account plan, including adoption priorities, risk areas, success criteria, technical milestones, and value realization opportunities.
  • Develop and maintain technical success plans aligned 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.
  • Own complex technical escalations and coordinate resolution across Support, Product, Engineering, Professional Services, Customer Success, and Sales.
  • Proactively identify technical risks, adoption blockers, and underused capabilities before they affect renewals or relationships.
  • Lead technical workshops, enablement sessions, product demonstrations, and architecture discussions for strategic customers.
  • Capture customer feedback and field patterns, and provide structured input to Product and Engineering to influence roadmap priorities.
  • Build repeatable playbooks, value frameworks, enablement assets, and process improvements to strengthen adoption and field execution.

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 is highly desirable.
  • Ability to build trust with technical teams, operational leaders, and executive stakeholders while translating complex technical concepts into business value.
  • Strong customer empathy, technical judgment, ownership, urgency, and the ability to manage ambiguity and risk under pressure.
  • Ability to partner effectively with CSMs, AEs, Support, Product, Engineering, and Professional Services on 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 is a plus.
  • Prior work in a strategic account program, named account model, or top-account customer success motion is preferred.
  • Experience building adoption frameworks, technical success plans, account health models, or executive-ready value narratives is a plus.

Benefits

  • Competitive pay.
  • Comprehensive benefits.
  • Flexible work options.
  • Recognition programs.
  • Strong focus on employee well-being.
  • Growth and learning opportunities in a global team.
  • Inclusive workplace culture with a DEIB commitment.

Interested in this position?

Apply directly on the company website

Apply Now

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