Technical Account Manager

About the Role: Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. We are seeking a Technical Account Manager to serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients. You will successfully handle onboarding of multiple clients simultaneously, understand clients' technical requirements and business objectives, and ensure that our AI-powered customer support solutions meet their needs.

Responsibilities

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.
• Successfully handle onboarding of multiple clients simultaneously.
• Understand clients' technical requirements and business objectives.
• Collaborate with internal teams, including sales, product development, and customer support, to address client needs and resolve technical issues.
• Develop and maintain a deep understanding of our AI-powered customer support solutions.
• Identify opportunities for upselling and cross-selling our solutions to existing clients.
• Track and report on key account metrics, such as customer satisfaction and product usage.

Requirements

• Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience.
• 2-3+ years of experience in a hands-on technical role and 2-3+ years of experience delivering successful customer implementations.
• Strong technical background with a good understanding of SaaS platforms, APIs, and cloud services.
• Excellent project management skills with the ability to juggle multiple projects simultaneously.
• Ability to put on a consultant hat and effectively communicate technical concepts to non-technical stakeholders.
• Exceptional organizational and problem-solving skills.
• Strong communication skills in English (both written and verbal).
• Comfortable working EST hours.

Preferred Qualifications

• Familiarity with common CRM integrations such as Salesforce and Zendesk.
• Familiarity with intent-based and generative artificial intelligence.
• Experience with Telephony Systems such as AWS Connect, Five9 and Genesys.