Technical Account Manager

2 Months ago • 3 Years +

Job Summary

Job Description

As a Technical Account Manager (TAM) at Level AI, you will act as a strategic advisor for enterprise customers, helping them maximize the use of our platform. You will build long-term relationships, lead configuration planning, and provide technical guidance. Responsibilities include proactive monitoring of account health, translating customer needs into product plans, leading product walkthroughs, and identifying upsell opportunities. The role requires a blend of technical expertise, customer empathy, and business acumen to ensure customer success and drive growth.

Must have:

3+ years in a technical role involving customer interaction.
Strong experience supporting SaaS platforms, APIs, and cloud services.
Excellent project management skills.
Strong communication skills to convey technical concepts.

Good to have:

Familiarity with CRM platforms such as Salesforce and Zendesk.
Understanding of contact center technologies.
Knowledge and usage of AI, GPT, and LLM.

9 skills required

9 skills required for this role

Add these skills to join the top 1% applicants for this job

aws

salesforce

communication

risk-mitigation

risk-management

account-management

saas-business-models

talent-acquisition

team-management

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.