Technical Account Manager

About the Role

We are looking for a customer-facing Technical Account Manager to own and grow relationships with strategic enterprise customers.

This is not a support-focused TAM role. We are seeking someone who combines enterprise account ownership, technical solutioning expertise, and strong customer-facing consulting skills. You will serve as a trusted advisor to customers, helping them design, deploy, and scale solutions on Exotel's platform while driving long-term success and adoption.

What You'll Do

Enterprise Account Ownership

• Own the technical relationship for a portfolio of strategic domestic enterprise customers.
• Drive customer success, adoption and retention.
• Conduct regular customer reviews and stakeholder engagements.

Technical Solutioning

• Lead discovery, solution design, and architecture discussions.
• Advise customers on integrations, APIs, call flows, automation, and best practices.
• Ensure solutions are scalable, reliable, and aligned with business objectives.

Customer Engagement

• Conduct in-person customer meetings, workshops, and solution reviews.
• Act as the trusted technical advisor for business and technical stakeholders.
• Manage escalations and coordinate with internal teams to drive outcomes.

Cross-Functional Collaboration

• Partner with Product, Engineering, Network, Sales, and Support teams.
• Represent the voice of the customer internally and drive continuous improvements.

What We're Looking For

Must-Have (Non-Negotiable)

• 4–8 years of experience in Technical Account Management, Solutions Engineering, Solution Consulting, or Customer Success Engineering.
• Proven experience managing enterprise domestic accounts.
• Strong technical solutioning and architecture experience, including APIs, integrations, contact centre platforms, telecom, or CX technologies.
• Significant customer-facing experience, including onsite meetings, workshops, and executive stakeholder management.
• Excellent communication, problem-solving, and relationship management skills.

Preferred

• Experience in CPaaS, CCaaS, Conversational AI, Contact Centre, Telecom, or SaaS environments.
• Exposure to chatbot, voicebot, AI, and automation solutions.
• Experience managing high-value or strategic enterprise accounts.