Technical Account Manager, Siena

• You're equally comfortable owning long-term customer relationships and jumping into new accounts to solve specific high-priority challenges
• 3+ years in a technical role involving customer interactions at a high-growth SaaS company (e.g. Escalated Technical Support, Technical Account Management, Implementation, Solutions Engineering)
• Excellent project management skills with the ability to manage multiple customer implementations and engagements simultaneously
• Solid understanding of CX workflows, pain points, metrics, tools, and what makes teams successful
• Experience with enterprise CX platforms (Zendesk, Gorgias, Kustomer, or similar)
• You've lived the problems customers are trying to solve—you know what "great CX" looks like
• You can diagnose whether problems are technical, operational, or stakeholder-related and prioritize accordingly
• Comfortable advising CX leaders on organizational design, process optimization, and transformation strategy
• Working in North American time zones is a must
• Comfortable leading training sessions, running workshops, conducting audits, performing QA work, building performant AI prompts, and consulting on strategy
• Can switch between hands-on tactical work and strategic thinking depending on what the customer needs
• Systematic thinker who can design processes for repeatable service delivery
• Comfortable with high-volume work (10-15 customer sessions per week) while maintaining quality
• Able to own long-term customer relationships and build trust at multiple levels of the organization
• Can lead compelling live sessions (training, workshops, audit presentations, strategy sessions) that keep people engaged
• Comfortable presenting virtually and in-person to groups ranging from practitioners to executive stakeholders
• Ability to make scripted content feel personalized and adapt on the fly to customer questions
• Balance being empathetic and supportive with being direct about what needs to change
• Build customer confidence and capability, not dependency
• Excited about AI's potential to transform customer experience
• Comfortable with automation logic, conversation flows, prompt design, and agent behavior
• Don't need to write production code, but understand how technical systems work well enough to collaborate with engineers
• Experience with low-code automation tools, AI platforms, or similar technologies
• Can translate between business needs and technical requirements
• Bias toward action—you solve problems and keep things moving
• Think ahead: anticipate customer needs, identify risks early, spot expansion opportunities
• Focus on business impact and measurable results, not just completing tasks
• Comfortable having difficult conversations and challenging customers when needed
• Take ownership without waiting to be asked
• Commercially minded person that uncovers expansion opportunities
• Work effectively across functions (CSMs, Engineers, Product, other PS team members)
• Give and receive direct feedback well
• Comfortable with fast pace, changing priorities, and some ambiguity
• Open to travel for in-person customer workshops and training sessions
• Share knowledge and help teammates grow
• Track record of working effectively with product and engineering teams
• They're direct about feedback—both giving and receiving it—because they care more about getting things right than being polite
• They maintain high standards while moving at startup speed, and they build real relationships with teammates because they know that's how great work gets done. When things get tough, they adapt and keep pushing forward

Desirable

• As a Technical Account Manager (TAM), you're the connective tissue between traditional CX operations and AI-first transformation
• You work with senior customer stakeholders to build strategies that integrate AI in ways that drive real, measurable results - not just automation for automation's sake
• You'll deliver a wide range of services across the customer lifecycle: partnering with senior customer stakeholders on strategic planning, leading hands-on workshops, conducting automation audits, delivering training programs (both virtual and in-person), and ensuring ongoing automations perform as promised
• This role is part of our Professional Services team. You understand how great CX organizations operate, and you help them evolve those operations for an AI-native world
• You consult on strategy while rolling up your sleeves to execute—designing roadmaps one day, teaching teams to build automations the next, conducting audits to unlock the next phase of value throughout
• You're the bridge between what Siena's platform can do and what customers need it to do
• Your deep CX expertise helps you spot opportunities others miss, and your ability to execute across multiple service offerings makes you invaluable to both customers and our internal teams
• Work with VPs of CX, Directors of Customer Support, and Operations Leaders to design their AI transformation roadmap
• Diagnose what's blocking progress (technical limitations, operational gaps, stakeholder alignment) and design solutions
• Challenge assumptions about existing processes—help leaders reimagine workflows for an AI-first world, not just automate broken ones
• Balance quick wins with strategic long-term initiatives that fundamentally transform how their teams operate
• Own relationships with key accounts where ongoing strategic partnership drives the most value
• Triage technical issues and keep support and engineering teams accountable for resolution
• Lead Automation Workshops where you collaboratively design and build automations with customer teams
• Deliver engaging AI Manager Training sessions (virtual and in-person) that build customer confidence and product fluency
• Conduct automation audits on live customer environments to identify optimization opportunities and expansion potential
• Perform systematic QA on automations, reviewing conversation data to verify performance and identify improvements
• Jump into accounts you don't know well to solve specific focus areas—a new channel launch, a stalled automation program, a critical optimization need
• Identify high-value automation opportunities based on deep understanding of CX operations and business impact
• Think several steps ahead: understand customer goals, diagnose blockers, prioritize by business impact
• Own measurable outcomes (CSAT improvement, cost reduction, automation rate growth) not just task completion
• Be proactive: spot issues before customers do, identify expansion opportunities, keep accounts healthy
• Balance being consultative and strategic with being hands-on and tactical depending on what the customer needs
• Identify and support upsell and cross-sell opportunities through solution alignment and demonstrated product value
• Work with other CX team members and the broader Siena organization to understand and communicate the big picture of customer needs and blockers
• Translate customer insights and patterns into clear, actionable feedback that helps Product and Engineering teams improve Siena
• Communicate technical concepts to non-technical stakeholders and business context to technical teams
• Help scale our service offerings by identifying patterns that should become repeatable frameworks or product features
• Share knowledge and help teammates grow their strategic and technical capabilities
• Balance being responsive to urgent requests with proactive strategic work
• Navigate ambiguity and make judgment calls about priorities and tradeoffs
• Have difficult conversations when needed—push back on low-impact requests, challenge broken processes
• Take ownership of customer outcomes, not just your individual tasks
• What Success Looks Like:
• CX leaders view you as a trusted advisor who helps them think bigger about AI transformation
• Your strategic roadmaps balance quick wins with long-term transformation initiatives
• You challenge customers constructively and help them reimagine their operations
• Customers execute on your recommendations because they're grounded in their reality and business goals
• Customers consistently leave your sessions with actionable plans and improved capabilities
• Training and workshops (virtual and in-person) result in measurable improvements in product adoption
• Audit findings lead to clear roadmaps that drive real business outcomes
• QA cycles identify high-impact optimizations that improve automation performance
• The automations you build deliver a world-class customer experience that drives revenue for the brands in your care
• You build deep, trusted relationships with key accounts that drive ongoing value
• You can also jump into new accounts and quickly add value on specific initiatives
• CSMs and other team members trust your judgment and actively seek your input
• You balance being strategic and consultative with being hands-on and executional
• Your customer insights help Product and Engineering teams prioritize the right improvements
• You translate patterns across customers into clear, actionable feedback
• Professional Services and CX teams value your perspective and incorporate your input
• You help other team members grow their strategic thinking and customer skills