Technical Account Manager

Join Vonage and help us innovate cloud communications for businesses worldwide!

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 strategic partner our enterprise customers rely on to unlock the full value of Vonage's communications API platform. You will drive platform adoption, protect and grow revenue, and ensure customers achieve measurable business outcomes, making you central to both customer success and Vonage's growth.

Your key responsibilities

Primary Point of Contact and Trusted Advisor

• Serve as the primary point of contact for a portfolio of strategic enterprise accounts, building deep, multi-threaded relationships with stakeholders at every level, from developers and product teams through to C-suite executives.
• Act as a trusted advisor, guiding customers through their communications transformation journey and embedding yourself in their business and technical strategies.
• 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 and continuously improve the customer experience.
• Collaborate within a pod model with Technical Solutions Managers (TSMs), engaging them as shared technical resources for complex solutioning, escalations, and risk management, while retaining full ownership of the customer relationship and commercial outcomes.

Retention and Maximising Customer ROI

• Own revenue and direct margin growth for your book of business, forecasting accurately and executing strategies to maximise revenue and margin retention.
• Lead the development of comprehensive, outcome-driven success plans aligned to each customer's business objectives.
• Leverage deep product knowledge across Vonage's full API portfolio, including SMS, WhatsApp, RCS, Voice, Video, and Verify, to drive platform adoption and ensure customers realise measurable, long-term value from their investment.
• Design and deliver tailored enablement programmes that empower customers to fully leverage Vonage API solutions at scale.

Identifying Cross-Sell and Upsell Opportunities

• Proactively identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities across the Vonage product portfolio.
• Work in close partnership with Sales teams to progress commercial opportunities, leveraging usage data, customer health scores, and engagement metrics to surface growth signals.
• Synthesise customer feedback and insights into actionable recommendations to influence roadmap prioritisation based on strategic account needs.

What you'll bring

Required:

• 8+ years of experience in Customer Success, Technical Account Management, or a similar strategic customer-facing role within a SaaS, CPaaS, or technology-driven company, with a demonstrated track record of managing and growing complex enterprise accounts.
• Fluent in English, Spanish and German/French
• Hands-on familiarity with CPaaS products including messaging APIs (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions, along with a strong understanding of REST APIs, webhooks, SDKs, and software integration patterns.
• Proficient in analysing customer health scores, usage data, and engagement metrics to identify trends, risks, and growth opportunities; comfortable working with CRM and CS platforms such as Salesforce, Gainsight, or equivalent tools.
• Highly effective at working cross-functionally with Product, Sales, Solutions Engineering, and Support teams to deliver customer outcomes.

Experience we consider a plus:

• Prior experience with global CPaaS providers (e.g. Vonage, Twilio, Sinch, MessageBird) or enterprise-scale integrations and high-volume traffic platforms.
• Knowledge of conversational AI, chatbot platforms, or omnichannel engagement strategies, including WhatsApp Business Platform, RCS, or VoIP/SIP/WebRTC protocols.
• Experience in project or programme management, with a track record of driving successful customer projects, and familiarity with reporting/analytics tools such as Tableau and productivity tools such as G Suite, Confluence, and Jira.
• Bachelor's degree in Computer Science, Information …