Technical Account Manager

Intento builds a Machine Translation and multilingual Generative AI platform for global businesses. We deliver immediate, tailored, and personalized language experience in all the software systems your customers and teammates already use, supporting over 650 languages.

**About the role**:
The **Technical Account Manager** (TAM) serves as the primary technical resource and trusted advisor for strategic enterprise customers, ensuring their success by addressing complex technical challenges, coordinating cross-functional support, and optimizing workflows. This role combines technical expertise, problem-solving, and customer advocacy to resolve issues efficiently, manage escalations transparently, and drive the adoption of best practices. By building strong relationships, delivering actionable insights through regular client reviews, and proactively prioritizing customer needs, the TAM plays a critical role in enabling enterprise clients to achieve their goals and maximize the value of the platform.

**Responsibilities**:
**Customer Engagement**
- Act as the **primary technical point of contact** for a select group of enterprise accounts, understanding their unique systems, workflows, and objectives.
- Provide proactive, personalized guidance to help customers optimize their use of our platform and achieve their goals.
- Conduct **regular client reviews** to analyze support trends, highlight opportunities for improvement, and share actionable recommendations.

**Issue Resolution and Escalation Management**
- Manage and resolve complex technical cases, ensuring prompt and effective solutions while maintaining clear communication with customers.
- Coordinate cross-functional efforts across Development, Product, and Customer Success teams to prioritize and track incidents and feature requests.
- Prepare and deliver **executive summaries** and **Root Cause Analysis (RCA) reports** to build trust and foster transparency.

**Process Improvement and Knowledge Sharing**
- Contribute to projects that improve internal workflows, enhance support processes, and drive efficiency.
- Document and share insights, best practices, and solutions to build a robust knowledge base and support team-wide success.

**Customer Advocacy and Relationship Building**
- Build and nurture strong relationships with customer stakeholders, serving as a trusted advisor and advocate for their needs.
- Identify opportunities to enhance customer outcomes, drive adoption of new features, and deliver measurable value.

If this sounds like a good fit for you, we'd love to hear from you

**Why Join Us?**

At Intento, we are redefining the future of multilingual AI. Join us and be a part of this groundbreaking journey where innovation meets excellence.
- Collaborate with over 70+ talented individuals working remotely from various parts of the world, bringing diverse perspectives and ideas.
- Be part of a team dedicated to solving significant industrial problems using cutting-edge AI technology.
- Experience transparency in our business strategies, enabling you to understand the big picture and contribute in a meaningful way.
- Balance autonomy and responsibility, empowering you to make decisions and take ownership of your work.
- Benefit from competitive salaries that reflect your skills and expertise.
- We value our employees and strive to create an environment that promotes collaboration, flexibility, and growth.
- Gain firsthand experience deploying solutions to Fortune 500 companies, providing valuable insights into enterprise-level operations.

Join Intento and help drive the future of language technology while making a global impact

**We are looking for**:

- ** 4+ years of experience** as a technical account manager, senior support agent, customer success/professional services expert in B2B SaaS
- ** Technical expertise**: Experience supporting software integrations, troubleshooting workflows
- ** Professional English proficiency** (C1/C2) with excellent verbal and written communication skills.
- Proven ability to manage **cross-functional collaboration**, advocate for customer priorities, and drive tasks to resolution.
- Strong organizational skills and the ability to balance multiple responsibilities in a fast-paced environment.
- Demonstrated success in building partnerships with enterprise clients and managing complex technical setups.

**Preferred Qualifications**
- Familiarity with the **localization industry** and experience with enterprise software ecosystems.
- Experience working with and troubleshooting AI-powered solutions