We are hiring a talented Technical Account Manager to join our team supporting our largest clients. Reporting directly to the Technical Account Management Team Lead, the Technical Account Manager will be responsible for ensuring our top customers receive industry leading customer experience. Through managing support tickets, project management and working closely with our clients and cross functional teams the position provides dedicated technical support for key clients who are assigned to them.The role requires a minimum 3-5 years of experience working directly with large clients and preferably in a similar field. The Technical Account Manager will perform a variety of tasks, work with a wider virtual team and be successful in ensuring the CX remains high. A self starter requiring the minimum of supervision is expected, as well as a candidate used to working in a fast paced, fast changing environment. Working as part of the customer facing team to deliver a best in class service, driving a high level of customer satisfaction and being at the heart of this.
Key Responsibilities Include
- Partner closely with the Account Team to ensure exceptional service delivery and consistently exceed customer expectations.
- Own the end-to-end support lifecycle for Sinch services across top Customers, acting as their trusted technical advisor.
- Drive cross-functional collaboration to review, refine, and implement process improvements that enhance operational efficiency and elevate service levels.
- Build and strengthen customer relationships by delivering timely, accurate, and proactive communication on technical and service matters.
- Manage and prioritize client requests, changes, and escalations to ensure swift resolution and alignment with customer goals.
- Organize and lead regular calls, reviews, and internal communications to maintain transparency and accountability across teams.
- Ensure new product launches and feature rollouts are fully service-ready with proper monitoring, documentation, and support processes in place.
- Identify and escalate risks, recurring issues, or potential gaps in service to drive continuous improvement and customer success.
- Provide insights and feedback from customers to Product, Engineering, and Support teams to help shape product roadmap and service evolution.
- Champion best practices in incident management, change management, and service reporting to deliver consistent, high-quality support.
The essence of the role
- Exceptional client-facing and internal communication skills, with the ability to adapt messaging to both technical and non-technical audiences.
- Strong written and verbal communication abilities, with proven experience preparing clear, concise, and impactful documentation.
- Solid organizational skills, with high attention to detail and the ability to manage multiple priorities simultaneously.
- Demonstrated success working with large, multinational enterprise clients in complex environments.
- Bachelor's degree in a relevant field, or equivalent professional experience.
- Strong personal accountability and sound judgment in decision-making.
- Customer-first mindset with a passion for delivering outstanding service and building long-term partnerships.
- Excellent time management skills, with the ability to establish and uphold best practices for efficiency and prioritization.
- Collaborative mindset with experience working in high-performing, cross-functional teams and fostering teamwork.
- Strong analytical and problem-solving abilities, with a structured approach to tackling challenges.
- Experience in the mobile or telecommunications industry is highly desirable; interest in mobile communications (A2P SMS, MMS, RCS, OTT, IoT) is a strong plus.
- Strong interpersonal skills with a track record of building and maintaining successful customer relationships.
- High energy, positive attitude, and resilience in a fast-paced, dynamic environment.
Being You At Sinch
We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.We're proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.
Your Life At Sinch
Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you'll be reaching for the opportunities that match where you want to take your career. It's closer than you think.It's time to chase the answers, chase the challenges and chase the dream.
Are you ready? Join us on our journey!
