Technical Account Manager - AI Agents

About the Role

We are seeking a dynamic Technical Account Manager specializing in AI Agents to join our team in South Africa. In this role, you will be at the forefront of our customer relationships, ensuring that our clients maximize the value of our AI solutions. You will blend your technical expertise with exceptional customer service skills to drive retention and expansion initiatives.

As a Technical Account Manager, you will take ownership of your assigned accounts, proactively contacting customers to understand their needs and challenges. You will configure AI agents yourself and troubleshoot issues before escalating them, ensuring a seamless experience for our clients. Your ability to manage engineering handoffs while maintaining ownership of customer relationships will be crucial to your success.

Central is a fast-paced environment where same-day movement is a core expectation, and you will be expected to ramp up quickly. By Day 7, you should be able to independently run a standard customer go-live and operate with minimal supervision by Day 14.

Duties and Responsibilities

• Own and manage a portfolio of customer accounts for AI Agents.
• Proactively reach out to customers to ensure their needs are met and identify opportunities for expansion.
• Configure AI agents effectively and efficiently, ensuring alignment with customer requirements.
• Troubleshoot technical issues independently before escalating to engineering teams.
• Manage engineering handoffs without losing ownership of the customer relationship.
• Verify fixes and address any concerns raised by customers promptly.
• Identify trends and expansion opportunities within your accounts to drive growth.
• Collaborate with integration engineers for custom integrations and coding as necessary.
• Maintain up-to-date knowledge of product features and updates to provide the best service to customers.
• Facilitate customer go-lives and ensure successful implementations of AI solutions.
• Maintain accurate records of customer interactions and technical issues in the CRM system.
• Prepare and deliver presentations and reports to stakeholders as needed.
• Work US business hours to ensure alignment with our global clients.

Requirements

• Proven experience as a Technical Account Manager, SaaS Account Manager, or a technically strong Customer Success Manager.
• Strong technical troubleshooting skills with a deep understanding of AI technologies.
• Excellent relationship management and communication skills.
• Ability to work independently and manage time effectively in a fast-paced environment.
• Experience with customer go-lives and technical implementations.
• Strong problem-solving skills with a proactive mindset.
• Familiarity with CRM systems and customer support tools.
• Ability to manage multiple accounts simultaneously with attention to detail.

Nice to Have

• Experience in AI and machine learning technologies.
• Background in software development or integration engineering.
• Knowledge of industry best practices in customer success management.
• Familiarity with project management methodologies.
• Experience working in a startup environment.

Benefits

• Opportunity to work in a fast-paced and innovative environment.
• Room for professional development and career advancement.
• Collaborative and inclusive company culture.
• Exposure to cutting-edge AI technologies.
• Supportive team environment focused on success.
• Remote work opportunities with a focus on results.