About the role

Role overview

As a Technical Account Manager (TAM) at Vonage, you will be the trusted advisor and strategic partner for a portfolio of enterprise accounts. You’ll drive platform adoption, long-term customer value, and revenue growth, serving as the primary technical point of contact for strategic customers.

Key missions

Act as the main point of contact for strategic enterprise accounts, building relationships across developers, product teams, and C-level stakeholders.
Be a credible technical voice: review integration architectures, troubleshoot API implementations, and advise on best practices.
Create results-oriented Success Plans aligned with each customer’s business objectives.
Drive measurable adoption of the platform and long-term ROI.
Lead Quarterly Business Reviews (QBRs) and own revenue and direct margin growth for your book of business.

Responsibilities

Own account outcomes: adoption, health, and value realization.
Lead technical discussions and support integration troubleshooting.
Use customer data/metrics to identify risk and growth opportunities.
Coordinate cross-functional collaboration across internal teams.

Requirements

5+ years in Technical Account Management, Customer Success, or a similar strategic customer-facing role with strong technical background.
Demonstrated ability to manage and grow complex enterprise accounts with meaningful ARR responsibility.
Hands-on knowledge of CPaaS/API platforms, including:
- Messaging (SMS, WhatsApp Business Platform, RCS)
- Voice/VoIP, Video
- Authentication/Verify solutions
Solid understanding of REST APIs, webhooks, SDKs, and common integration patterns.
Ability to read API documentation and conduct technical troubleshooting alongside customers.
Strong communication skills: translate technical topics for developers and business/executive audiences.
Data-driven approach using customer health scores, usage analytics, and engagement metrics (e.g., Salesforce, Gainsight).
Experience navigating multi-stakeholder environments and driving alignment.
Knowledge of VoIP/SIP/WebRTC protocols.
Direct experience working at a CPaaS provider (e.g., Vonage, Twilio, Sinch, Infobip, MessageBird) is a strong differentiator.
Familiarity with conversational AI, chatbot platforms, or omnichannel engagement strategies.
Bachelor’s degree in Computer Science, IT, Engineering, or a related field.

Nice-to-haves

Experience with conversational AI/chatbots and omnichannel engagement strategies (mentioned as familiarity).

About Vonage

Vonage is a communications platform company providing CPaaS (Communications Platform as a Service) and APIs for building messaging, voice, video, and verification experiences. It serves enterprise customers by enabling integration of real-time communication capabilities into their applications and workflows.

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