Technical Account Manager

Talkdesk - Palo Alto, CA

Full-time - Mid Level

Palo Alto, CA

Professional, Scientific, and Technical Services

About the position

The Technical Account Manager (TAM) at Talkdesk is a skilled product consultant responsible for ensuring the technical success of assigned customer accounts. This role involves understanding and advancing the business needs of Talkdesk's most valuable customers through consultation, optimization, and training on the Talkdesk platform. TAMs are expected to be personable, curious, and customer-oriented, motivated by challenges, and eager to learn about new technologies.

Responsibilities

• Serve as the primary technical point of contact for Talkdesk's largest, most strategic customers.
• Partner with internal teams such as Product and Support to ensure timely delivery of feature requests, bug fixes, and support requests.
• Understand customer use cases, summarize customer complaints, communicate best practices, and document requirements needed to address client needs.
• Leverage strong technical acumen to identify opportunities and formulate dynamic technical solutions to unexpected situations.
• Overall management of open issues/projects and technical communication with customers.
• Use in-depth knowledge of the solution to offer training to assigned customer teams.
• Conduct engaging demos of feature enhancements for new and existing customers.

Requirements

• 3+ years of experience in technical consulting, professional services, or technical troubleshooting in a SaaS environment.
• Engaging personality with a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels.
• A passion for helping people solve problems and proven ability to understand changing technologies.
• Excellent verbal and written communication skills in English and meticulous attention to detail.
• Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with clients.
• Ability to work cross-functionally in a fast-paced environment.
• Experience working with APIs preferred.
• Salesforce and other CRM experience preferred.
• CCaaS or contact center experience preferred.

Nice-to-haves

• Spanish fluency

Benefits

• Competitive salary
• Opportunities for professional development
• Inclusive and diverse work culture
• Community volunteering opportunities