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).
#LI-MW1