Technical Account Manager

OverviewSinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation 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. Key ResponsibilitiesPartner 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. RequirementsExperience managing large clients, ideally within the technology, SaaS, or telecommunications industries. The Technical Account Manager will partner closely with a virtual, cross-functional team to ensure a consistently high customer experience. This role calls for a proactive self-starter who thrives in fast-paced, evolving environments and can deliver best-in-class service with minimal supervision. Success will be defined by strong customer relationships, high satisfaction, and a passion for driving long-term value for clients. 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. Our corporate language is English, please submit your application in English. BenefitsStay healthy: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde. Flexible benefits: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance. Family first: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old. Everyday wellbeing: We partner with Wellhub to help Sinchers access gyms and wellness options. Secure your future: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities. Diversity and inclusion: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs. Take a break: Our Sinchers can take a day off on their birthday to celebrate with their loved ones. Our Hiring ProcessIn Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. Our Talent Acquisition team, together with hiring managers and the rest of the interviewing team, persistently work towards identifying the candidates that best fit each open job, based on Sinch's hiring needs and candidates' career expectations. We encourage applications from strong candidates with relevant professional backgrounds for this role. Not all applicants will meet all job requirements exactly Even if you do not meet all job requirements, don't let that stop you from considering Sinch for the next step in your career. We are always open to candidates that could bring new ideas and perspectives to Sinch Seniority level: Not Applicable Employment type: Full-time Job function: Sales and Business Development Industries: IT Services and IT Consulting #J-18808-Ljbffr