Technical Account Manager
Job Summary
Job Description
As a Technical Account Manager (TAM) at Level AI, you will be a strategic advisor and product consultant for enterprise customers. You will collaborate with customer stakeholders to understand their business goals and guide them on using and configuring the Level AI platform. The role requires technical expertise, customer empathy, and business acumen. Key responsibilities include being the primary contact for key client accounts, supporting onboarding, recommending best practices, facilitating strategic planning, monitoring account health, translating customer needs into product plans, leading product walkthroughs, and tracking key account metrics. The goal is to help customers achieve operational excellence and realize value through proactive planning and support.
Must have:
- 3+ years in a technical role involving customer interaction.
- Experience supporting SaaS platforms, APIs, and cloud services.
- Ability to align technical solutions with customer goals.
- Excellent project management skills.
Good to have:
- Familiarity with CRM platforms like Salesforce and Zendesk.
- Understanding of contact center technologies.
- Knowledge of AI, GPT, and LLM.
9 skills required
Job Details
Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry.
Role Overview
As a Technical Account Manager (TAM), you will serve as a strategic advisor and product consultant for Level AI’s enterprise customers. You’ll partner with customer stakeholders to understand their business goals and guide them through the optimal use and configuration of our platform. This role requires a unique blend of technical depth, customer empathy, and business acumen. Your mission is to help customers realize value through proactive planning, solution design, and hands-on support.
Key Responsibilities:
- Act as the primary point of contact for assigned key client accounts, building long-term strategic relationships.
- Support customers during onboarding (managed by Implementation Manager) and lead configuration planning based on their business goals and workflows.
- Serve as a trusted technical advisor, recommending best practices and tailored product solutions to maximize impact and adoption.
- Facilitate strategic planning sessions with clients to align product usage with desired business outcomes.
- Proactively monitor account health, product usage, and customer feedback to identify opportunities for value expansion and risk mitigation.
- Translate customer needs into actionable product plans and coordinate with internal teams (sales, product, engineering, support) to ensure successful delivery.
- Lead product walkthroughs and advise on feature adoption strategies to help customers achieve operational excellence.
- Track key account metrics, such as product engagement and satisfaction, and use insights to drive continuous improvement.
- Identify and support upsell and cross-sell opportunities through solution alignment and demonstrated product value.
Qualifications & Skills
- Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent practical experience.
- 3+ years in a technical role involving customer interaction (e.g., Technical Account Management, Implementation, Solutions Engineering).
- Strong experience supporting SaaS platforms, APIs, and cloud services.
- Demonstrated ability to align technical solutions with customer goals and success metrics.
- Excellent project management skills with the ability to manage multiple customer implementations and engagements simultaneously.
- Strong written and verbal communication skills, with the ability to communicate technical concepts to non-technical audiences.
- Proven ability to lead planning and advisory conversations with customers and internal stakeholders.
- Comfortable working EST business hours.
Optional Requirements :
- Familiarity with CRM platforms such as Salesforce and Zendesk.
- Understanding of contact center technologies (e.g., AWS Connect, Five9, Genesys).
- Knowledge, passion, and usage of AI, GPT, and LLM
- Character traits like drive, humility, curiosity, problem-solving, and emotional intelligence.
- Prior experience in a Customer Success Engineering, Solutions Consulting, or Technical CSM role is a plus.
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