Principal Technical Account Manager

As a Principal Technical Account Manager, you will serve as the senior technical advisor and trusted partner for a portfolio of ’s largest and most strategic customers.

This is a Principal-level individual contributor role with broad ownership. You will lead the overall technical customer relationship, connecting architecture, product adoption, technical health, escalations, and long-term strategy to meaningful customer outcomes.

You’ll operate with significant autonomy, coordinating across Customer Success, Support, Product, Engineering, and Sales while also helping raise the technical and customer leadership capabilities of the broader TAM and Support organization.

What You’ll Do

• Serve as the senior technical advisor for assigned strategic customers, developing a deep understanding of their environments, architecture, priorities, adoption goals, and risks.
• Own the end-to-end technical relationship and proactively drive customer initiatives, dependencies, risks, and action plans to successful outcomes.
• Lead architecture reviews, technical health assessments, roadmap discussions, adoption initiatives, and technical enablement.
• Lead high-priority customer escalations, including critical P1/P2 incidents, coordinating Product, Engineering, Support, Customer Success, and other stakeholders through resolution.
• Drive root-cause analysis, postmortems, corrective actions, and long-term solutions that reduce recurring issues.
• Identify technical risks, stalled dependencies, and adoption opportunities before they become escalations.
• Translate complex technical situations into clear, concise communication for executives and technical stakeholders.
• Deliver executive technical briefings and QBRs that connect technical health and product usage to business outcomes.
• Partner with Sales and Account teams to support retention, renewals, expansion, and long-term value realization.
• Represent the Voice of the Customer internally and influence Product and Engineering priorities with clear technical and business context.
• Create reusable technical documentation, playbooks, training, and best practices that scale across customers and internal teams.
• Mentor and coach Technical Account Managers and Production Support Engineers, helping raise the bar for technical excellence and customer leadership.
• Maintain strong responsiveness during critical customer situations, including occasional after-hours support when needed.

Who You Are

You combine deep technical expertise with strong customer leadership and commercial awareness. You’re equally comfortable in an executive conversation, an architecture discussion, or a high-pressure technical escalation.

You are proactive, accountable, calm under pressure, and able to influence across teams without direct authority. You communicate complex ideas clearly, follow through on commitments, and look for opportunities to improve not only the customer experience but the broader organization.

Your Skill SetMust-Haves

• 8+ years of experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, Customer Engineering, or a similar enterprise technical customer-facing role.
• Demonstrated experience owning large, strategic enterprise customer relationships.
• Deep experience with enterprise integrations, APIs, cloud and/or hybrid environments, and complex technical troubleshooting.
• Proven ability to lead cross-functional customer initiatives from planning through execution and closure.
• Experience leading high-priority technical escalations with strong judgment, responsiveness, and communication.
• Strong executive presence and outstanding written and verbal communication skills.
• Ability to communicate effectively with both executive stakeholders and technical teams.
• Proven ability to influence customers and internal stakeholders and drive outcomes without direct authority.
• Demonstrated ability to identify technical risks and opportunities proactively.
• Experience creating reusable technical documentation, processes, or enablement content.
• Demonstrated mentorship or coaching of technical peers.
• Willingness to provide occasional after-hours support during critical strategic customer situations.

Nice-to-Haves

• Experience with authentication, fraud prevention, contact center technology, CCaaS, telephony, voice technology, or voice biometrics.
• Experience supporting security-conscious or regulated enterprises such as financial services, healthcare, or government.
• Familiarity with SaaS product adoption and Voice of Customer programs.
• AWS, Azure, networking, security, or related technical certifications.
• Experience in a high-growth technology environment.

What Success Looks Like

In this role, you will become the trusted technical advisor for your assigned strategic customers and independently lead complex customer initiatives and escalations.

You’ll establish clear technical ownership across your accounts, proactively identify risks and opportunities, and deliver executive communications that are concise, actionable, and appropriate for the audience.

You’ll also strengthen the broader TAM and Support organization through mentorship, reusable knowledge, and improved technical and customer practices.

What’s In It for You

This is one of the highest-impact individual contributor roles in ’s customer organization.

You’ll work directly with some of our largest and most strategic customers, becoming the technical advisor their executives and technical leaders rely on during both critical moments and long-term planning.

The role combines deep technical problem solving, executive customer leadership, product influence, proactive strategy, and mentorship. You’ll also have the opportunity to help shape how scales its TAM program and strategic customer experience.

What We Offer

offers competitive compensation and equity, unlimited PTO, comprehensive health and welfare benefits, paid parental leave, remote-work support, professional development benefits, a competitive 401(k) match, and wellness resources.

Additional benefits include company-wide rest days, phone and internet allowances, a home office stipend, identity protection, and an Apple MacBook Pro.

What We Live ByOur Core Values guide how we work:

• Audaciously Innovate — Challenge standards, take thoughtful risks, and continuously improve.
• Evangelical Customers for Life — Build lasting customer partnerships grounded in trust and advocacy.
• Execution Excellence — Do what we say and deliver high-quality outcomes.
• Win as a Company — Break down silos and succeed together.
• Make a Difference — Operate with integrity and create a safer, more secure world