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Posted 6 days agoTechnical Account Manager
at Vonage
Madrid, SpainOn-site
Responsibilities
- 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.
- 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.
- Design and deliver tailored enablement programmes that empower customers to fully leverage Vonage API solutions at scale.
- Proactively identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities across the Vonage product portfolio.
Requirements
- 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.
- 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.
- 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.
- 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 Technology, Engineering, or a related field. How you'll benefit
Benefits
- Competitive salary and meaningful career growth opportunities.
- Private Medical Insurance (Adeslas).
- Group Pension Plan (Generali).
- Life Insurance and Group Personal Accident (VidaCaixa).
- Discretionary Time Off (DTO). #LI-MW1
Additional details
- 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.
- 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.
- 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.
- Identifying Cross-Sell and Upsell Opportunities
- 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