Technical Account Manager

• Build Trusted Customer Partnerships
• Develop strong, long-term relationships with key stakeholders in assigned accounts
• Lead customer calls to answer questions, provide guidance, and drive successful outcomes
• Understand each client’s business goals and technical environment
• Serve as the primary technical contact for your accounts
• Troubleshoot complex issues and guide customers through resolutions
• Provide best practices, product training, and technical recommendations
• Help customers fully leverage platform features and functionality
• Identify opportunities for optimization, expansion, and growth
• Share customer feedback with Product and Engineering to influence roadmap decisions
• Oversee implementations, data transfers, and other technical initiatives
• Ensure projects are delivered on time and within scope
• Document processes, solutions, and technical knowledge
• Mentor junior TAMs and support onboarding of new team members

Artificial Intelligence

• Design, implement, and continuously refine conversational flows within our AI chatbot to deliver accurate, natural, and brand-aligned responses
• Analyze AI conversation data to identify gaps, inaccuracies, and opportunities for improvement
• Partner with Support leadership to prioritize AI content updates based on product changes and customer needs
• Collaborate on testing and launching new automation features, triggers, and intents
• Create, maintain, and optimize customer-facing documentation, FAQs, and help articles to drive self-service success
• Ensure all content reflects Alpine IQ’s tone, accuracy standards, and compliance requirements
• Collaborate with Product, Engineering, and Customer Success teams to keep documentation current following releases and updates
• Track and analyze automation metrics including deflection rate, resolution accuracy, escalation trends, and CSAT
• Translate data insights into actionable improvements for AI behavior and documentation quality
• Work closely with Human Support, Product, and Engineering teams to align AI and human support workflows
• Partner with Customer Education and Marketing to ensure documentation supports onboarding, adoption, and retention
• Participate in feedback loops to ensure AI and documentation reflect real customer challenges

AIQ

Technical Account Manager

AI Knowledge Designer