Account Manager

Job Description

Responsibilities

• Serve as the primary point of contact for strategic enterprise accounts, building multi-threaded relationships from developers and product teams to C-suite executives
• Act as a credible technical voice in customer conversations, reviewing integration architectures, troubleshooting API implementations, and advising on best practices across full product portfolio (SMS, Voice, WhatsApp, RCS, Video, Verify…)
• 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
• Own revenue and direct margin growth for your book of business, forecasting accurately and executing retention and expansion strategies
• Develop outcome-driven success plans aligned to each customer’s business objectives, driving measurable platform adoption and long-term ROI
• Identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities, working closely with Sales using usage data, health scores, and engagement metrics
• Collaborate with Technical Solutions Managers (TSMs) within a pod model for complex solutioning and escalations, while retaining full ownership of commercial outcomes

What you’ll bring

Required:

• Fluent English and German/French is a must
• 5+ years of experience in Technical Account Management, Customer Success, or a similar strategic customer-facing role with a strong technical background in APIs or developer-facing products 
• Deep, hands-on knowledge of CPaaS or API platforms: messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions 
• Solid understanding of REST APIs, webhooks, SDKs, and software integration patterns, comfortable reading API documentation and engaging in technical troubleshooting alongside customers 
• Demonstrated track record of managing and growing complex enterprise accounts with significant ARR responsibility 
• Exceptional communication skills, able to hold in-depth technical conversations with developers and engineers, and translate those same concepts clearly for business and executive audiences 
• Data-driven mindset, proficient in using customer health scores, usage analytics, and engagement metrics to identify risk and growth opportunities (Salesforce, Gainsight, or equivalent) 
• Proven ability to navigate complex, multi-stakeholder environments and drive alignment across competing priorities 

Experience we consider a plus:

• Direct experience at a CPaaS provider (e.g., , Twilio, Sinch, Infobip, MessageBird) – this is a strong differentiator 
• Familiarity with conversational AI, chatbot platforms, or omnichannel engagement strategies 
• Knowledge of VoIP, SIP, or WebRTC protocols 
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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