Technical Account Manager

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helpsoptimizehundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale.

As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions,it’swhether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations,validatedecisions, and ensure compliance before failures ever reach your customers.

Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better.

The Role

The Technical Account Manager (TAM) is a strategic, hands-on technical advisor

for Cyara’s global top 20 accounts. The TAM helps these customers realize value

through strong adoption, proactive technical strategy, and disciplined escalation

ownership, partnering closely with the Customer Success Manager, Account

Executive, and broader Field Team to drive measurable outcomes, expand

platform maturity, and sustain long-term value.

What You'll Do

Strategic Account Ownership: Global Top 20 Accounts (30–40%)

• Serve as the dedicated technical advisor for Cyara’s global top 20 strategicaccounts.

• Partner with the CSM and AE as part of the assigned Field Team to ensurecustomers receive coordinated, high-value engagement across the fulllifecycle.

• Build deep knowledge of each customer’s business goals, CX architecture,contact center ecosystem, testing maturity, monitoring strategy, andoperational risk profile.

• Own the technical account plan, including adoption priorities, risk areas,success criteria, technical milestones, and value realization opportunities.

• Ensure customers get value every step of the way, from onboarding andexpansion through renewal, executive reviews, and long-term platformmaturity.

Adoption, Value Realization & Technical Strategy (25–30%)

• Develop and maintain technical success plans that align Cyara capabilitiesto customer business outcomes.

• Lead technical roadmap discussions, health checks, solution reviews, andexecutive-ready technical updates.

• Recommend testing, monitoring, automation, and assurance strategiesacross voice, digital, messaging, and conversational AI channels.

• Identify adoption gaps, underused capabilities, technical blockers, andopportunities to improve platform maturity; translate complex technicalconcepts into clear, actionable business value.

Escalation Ownership & Risk Management (20–25%)

• Own complex technical escalations for strategic customers, coordinatingSupport, Product, Engineering, Professional Services, Customer Success,and Sales to drive clear resolution plans.

• Proactively identify technical risks before they become renewal, adoption,or relationship risks.

• Ensure escalations are resolved with durable customer confidence, not justshort-term issue closure.

Customer Enablement & Field Team Partnership (15–20%)

• Lead technical workshops, enablement sessions, product demonstrations,and architecture discussions for strategic customers.

• Help customer teams improve proficiency through best practices, trainingrecommendations, certifications, and maturity planning.

• Equip CSMs and AEs with technical insight, adoption signals, riskintelligence, and value narratives for account planning, executiveengagement, and EBRs.

Product Feedback & Continuous Improvement (10–15%)

• Capture field patterns, product gaps, adoption blockers, and customerfeedback from Cyara’s most strategic accounts.

• Provide structured feedback to Product and Engineering to influenceroadmap priorities and improve customer outcomes.

• Build repeatable playbooks, value frameworks, enablement assets, andprocess improvements that strengthen adoption, escalation management, andfield-team execution.

What We're Looking For

Technical Skills: Non‑Negotiable

• 5+ years in a TAM, Technical Customer Success, Solutions Architect,Solutions Engineering, or similar post‑sales technical role supportingcomplex enterprise customers.

• Strong understanding of SaaS, cloud technologies, APIs, integrations, CXtechnologies, software testing, monitoring, and test automation.

• Ability to analyze technical environments, identify adoption blockers,troubleshoot complex issues, and recommend practical paths forward;experience with scripting, automation, CX, contact center, orconversational AI platforms is highly desirable.

Customer‑Facing Skills: High Importance

• Build trust with technical teams, operational leaders, and executivestakeholders while translating complex technical concepts into clearbusiness value.

• Bring strong customer empathy, technical judgment, ownership, urgency, andthe ability to manage ambiguity and risk under pressure.

• Partner effectively with CSMs, AEs, Support, Product, Engineering, andProfessional Services to support QBRs, EBRs, renewals, account strategy,and risk reviews.

Nice to Have

• Experience with Cyara or comparable CX assurance, testing, monitoring,contact center, conversational AI, or voice automation platforms.

• Prior work in a strategic account program, named account model, or top-account customer success motion.

• Experience building adoption frameworks, technical success plans, accounthealth models, or executive‑ready value narratives.

What This Role Is Not

To be direct, this is a strategic, customer‑facing technical advisory role—not a

support, generalist, or pooled‑resource function.

• Not a support engineer. This role owns strategic

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