Technical Account Manager, Enterprise SaaS

Sakon

  • Concord, MA
  • Permanent
  • Full-time
  • 3 hours ago
We're looking for an experienced Technical Account Manager to own the post sales relationship with our large enterprise customers in the U.S. You will be the primary technical point of contact, guiding clients through implementation, driving adoption, and ensuring each customer achieves their business objectives with our Telecom Expenses Management SaaS platform. You will partner closely with Sales, Product, and Support to deliver seamless, high value experiences that secure renewals and expansions.Key Responsibilities
  • Onboarding & Implementation
  • Lead discovery workshops to understand client requirements and success metrics
  • Define implementation plans, timelines, and milestones, drive cross functional delivery
  • Validate integrations, data migrations, and customizations in collaboration with Engineering
  • Account Health & Adoption
  • Monitor usage trends, identify at risk accounts, and proactively recommend adoption strategies
  • Conduct quarterly business reviews to report on ROI, usage KPIs, and roadmap alignment
  • Develop and deliver technical training and enablement sessions for end users and administrators
  • Technical Escalation & Support
  • Serve as escalation owner for high severity incidents
  • Liaise with Support and Engineering to resolve root causes
  • Maintain detailed incident documentation, postmortem analyses, and preventative action plans
  • Customer Advocacy & Feedback
  • Serve as the internal customer advocate-providing insights on feature requests, priorities, and product gap
  • Collaborate with Product Management to prioritize enhancements that drive enterprise value
  • Maintain a deep understanding of industry trends to advise clients on best practices
  • Strategic Account Growth
  • Partner with Account Executives to identify renewal and upsell strategies based on usage data and business outcomes
  • Prepare technical presentations and proposals for contract renewals and scope expansions
Required Qualifications
  • 10+ years' experience in a Technical Account Management, Solutions Engineering, or Customer Success role supporting large enterprise SaaS deployments in the U.S.
  • Proven track record managing multiple strategic accounts (≥$100K ARR each) through full lifecycle: implementation → adoption → renewal
  • Handson experience in SaaS/Cloud implementation, project management, data integration in a customer facing role
  • Strong project management skills; comfortable leading cross functional, geographically dispersed teams
  • Exceptional verbal and written communication skills; able to present complex technical concepts to C-level executives as well as hands on IT teams
  • Must reside in the U.S. with flexibility to travel (up to 30% of the time)
Preferred Skills
  • Bachelor's degree in Computer Science, Information Systems, or related technical field
  • Experience in the telecom/telecom software domains/cloud environments and familiarity with database/security fundamentals
  • Certifications such as PMP, CCSM, cloud practitioner
  • Background in Agile/Scrum environments and use of collaboration tools (JIRA, Confluence, or similar)
What We Offer
  • Competitive salary and performance-based bonus structure
  • Fully remote or hybrid work model with flexible hours
  • Collaborative, growth-oriented culture focused on innovation and values
  • A high growth, mission driven team passionate about enterprise success

Sakon