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
AI transformationautomation designproject managementtechnical supportcustomer implementationprocess optimizationdiagnostic analysisquality assurancecustomer experience (CX) metricsautomation audits
Soft skills
consultative approachstrategic thinkingproactive problem-solvingrelationship managementcommunicationcollaborationadaptabilityleadershipcustomer advocacyprioritization