Technical Account Team Manager

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us? Check out: www.cyara.com 

Want to know what it’s really like to work at Cyara? Check out this link to meet some real Cyaran’s and read about their individual career journey with us: https://cyara.com/employee-profiles/ 

Cyara’s Diversity, Equity, Inclusive and Belonging Statement: 

At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success. 

 Cyara’s Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive. 

The Technical Account Team Manager will lead and grow a team of highly skilled TAMs responsible for ensuring our clients maximize the value of Cyara’s solutions. This leadership role will involve both people management and hands-on technical expertise. The ideal candidate is passionate about developing teams and streamlining processes, has strong communication and problem-solving skills, and is committed to client success. 

Leadership Responsibilities

• Lead, coach, and mentor a team of Technical Account Managers to ensure exceptional service and support are delivered to customers. 
• Define and manage development goals, plans, and activities to ensure TAMs stay current and expert on product knowledge, consulting skills, and customer value. 
• Lead process development and continuous improvement initiatives, delegating across the team, to improve overall team efficiency and effectiveness 
• Collaborate with cross-functional leaders to ensure effective delivery of customer satisfaction, retention, and growth 
• Serve as the escalation point for technical issues and strategic guidance for key accounts, ensuring proactive management of client needs. 
• Track team performance, customer satisfaction metrics, and key account outcomes, providing regular reporting to senior leadership. 
• Lead efforts in hiring and training new TAMs to build a strong, diverse, and high-performing team. 
• Provide technical perspective to overall CX function strategic planning. 

TAM Responsibilities

• Collaborate with customers to ensure they are leveraging Cyara’s solutions to achieve their business goals, ensuring optimal adoption and satisfaction. 
• Provide health assessments, value assessments, and strategic guidance to customers 
• Participate in customer business review meetings as the technical lead 
• Perform initial discovery, problem definition, and scoping to engage Professional Services to solve customer problems and deliver managed services where appropriate 
• Work closely with the TAM team to troubleshoot complex issues and implement solutions in a timely and efficient manner. 
• Collaborate with Engineering, Product, and Sales teams to relay customer feedback, prioritize features, and resolve critical technical issues. 
• Maintain a deep understanding of Cyara’s products and services and how they integrate with customer workflows. 

Qualifications:

• 5+ years of experience in a technical account management, customer success, or a similar role in the technology/SaaS industry, with at least 2+ years in a leadership capacity. 
• Strong technical knowledge with hands-on programming/scripting language (Python, JavaScript, etc.) experience for testing and/or automation. 
• Preference given to those coming from CCaaS, UCaaS, CX, or Gen AI.
• Proven experience managing and growing high-performing teams. 
• Excellent verbal and written communication skills, with the ability to clearly and concisely present complex technical information to both technical and non-technical stakeholders. 
• Strong analytical and problem-solving abilities, with a focus on delivering practical solutions to customer challenges. 
• Deep understanding of customer needs and a passion for ensuring customer success and satisfaction. 
• Ability to work cross-functionally, influencing without authority, and building strong relationships with internal and external stakeholders. 
• High proficiency in Excel, Salesforce, and common business analytics tools 

Why you should join us: 

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.

Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day: 

Deliver Excellence

Innovate Boldly

Integrity First

Embrace Curiosity

Interested? Know someone who might be? Apply online now. 

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid