Technical Account Manager

Vonage Communications APIs 

As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. Vonage API solutions empower organizations to build their custom omnichannel communications structure, allowing them to reach and engage customers on their preferred schedule and channel, including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more. 

Why this role matters 

As a Technical Account Manager, you will be the trusted advisor and strategic partner for a portfolio of enterprise accounts, driving platform adoption, long-term value, and revenue growth. This role demands a strong technical foundation; you must be fluent in APIs, comfortable in developer-facing conversations, and ideally bring hands-on experience from the CPaaS industry. You don’t just bridge the gap between technical complexity and business outcomes, you live in both worlds simultaneously. 

Your key responsibilities 

• Serve as the primary point of contact for strategic enterprise accounts, building multi-threaded relationships from developers and product teams to C-suite executives 
• Act as a credible technical voice in customer conversations, reviewing integration architectures, troubleshooting API implementations, and advising on best practices across Vonage’s full product portfolio (SMS, Voice, WhatsApp, RCS, Video, Verify...) 
• Lead Quarterly Business Reviews (QBRs), proactively identify risks to customer health, and partner cross-functionally with Technical Experts, Product, and Engineering to resolve complex challenges 
• Own revenue and direct margin growth for your book of business, forecasting accurately and executing retention and expansion strategies 
• Develop outcome-driven success plans aligned to each customer’s business objectives, driving measurable platform adoption and long-term ROI 
• Identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities, working closely with Sales using usage data, health scores, and engagement metrics 
• Collaborate with Technical Solutions Managers (TSMs) within a pod model for complex solutioning and escalations, while retaining full ownership of commercial outcomes 

What you'll bring 

Required: 

• 5+ years of experience in Technical Account Management, Customer Success, or a similar strategic customer-facing role with a strong technical background in APIs or developer-facing products 
• Deep, hands-on knowledge of CPaaS or API platforms: messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions 
• Solid understanding of REST APIs, webhooks, SDKs, and software integration patterns, comfortable reading API documentation and engaging in technical troubleshooting alongside customers 
• Demonstrated track record of managing and growing complex enterprise accounts with significant ARR responsibility 
• Exceptional communication skills, able to hold in-depth technical conversations with developers and engineers, and translate those same concepts clearly for business and executive audiences 
• Data-driven mindset, proficient in using customer health scores, usage analytics, and engagement metrics to identify risk and growth opportunities (Salesforce, Gainsight, or equivalent) 
• Proven ability to navigate complex, multi-stakeholder environments and drive alignment across competing priorities 

Experience we consider a plus: 

• Direct experience at a CPaaS provider (e.g., Vonage, Twilio, Sinch, Infobip, MessageBird) - this is a strong differentiator 
• Familiarity with conversational AI, chatbot platforms, or omnichannel engagement strategies 
• Knowledge of VoIP, SIP, or WebRTC protocols 
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field 

How you'll benefit 

• Opportunity to make a significant impact on strategic customer experiences and business growth. 
• Competitive salary and meaningful career growth opportunities. 
• Private Medical Insurance (Adeslas). 
• Group Pension Plan (Generali). 
• Life Insurance and Group Personal Accident (VidaCaixa). 
• Ericsson Care Line. 
• Discretionary Time Off (DTO). 

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