Technical Account Manager
Siena AI
full-time
Posted on:
Location Type: Remote
Location: Canada
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About the role
- Partner with CX leaders on AI-first strategy
- 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.
Requirements
- 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.
Benefits
- Meaningful impact. Your work directly shapes our product and company.
- Globally distributed team working at the bleeding edge of CX and AI.
- Great salary plus the opportunity for equity or stock grants.
- Learning budget. If you're growing, so are we.
- The thrill of building something new. Join us at a stage where your contributions matter most.
- AI-fluency. Make AI your second nature.
- Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI transformationautomation designproject managementtechnical supportcustomer implementationprocess optimizationdiagnostic analysisquality assurancecustomer experience (CX) metricsautomation audits
Soft Skills
consultative approachstrategic thinkingproactive problem-solvingrelationship managementcommunicationcollaborationadaptabilityleadershipcustomer advocacyprioritization