Cyara is hiring a

Technical Account Manager

Redwood City, United States

Technical Account Manager


Who Is Cyara?  Cyara is the world's market-leading provider of an omnichannel customer experience testing and monitoring platform. Founded with a focus on making its customers successful, Cyara enables rapid innovation of the customer experience to achieve better customer outcomes while dramatically reducing the cost of development and testing and minimizing the risk of exposing consumers to poor customer experiences. The Cyara Platform provides a foundation for enterprise organizations designing and testing the customer experience throughout the testing lifecycle, across all customer interaction media, and across the entire technical architecture (IVR, Web chat, SMS).

Cyara customers innovate 40% to 70% faster than their peers and reduce the time and expense for testing their software by a third or more compared to manual testing while providing better test coverage to identify and correct issues in their customer experience environment. In addition to testing, Cyara also provides active monitoring of the customer's environment. From self-service applications through to the agent desktop, Cyara provides leading-edge solutions to some of the most recognizable brands in the world. Every day, millions of flawless customer interactions are delivered by organizations utilizing the Cyara Platform.

Our customers include some of the leading consumer brands in the world who obsess with delighting their customers.   We sell to financial institutions, mobile operators, manufacturers, government agencies and software companies in Europe, Asia/Pacific, Australia and North America.  Our market is horizontal, global and large. Our upside potential is substantial.

What We’re Looking For: We are looking for experienced technical account management/relationship management professionals to join our Customer Success organization. The Customer Success organization focuses on all aspects of the customer’s journey post-sales, with a mission to delight our customers, help them achieve success and create customers for life. The expectation of the Technical Account Manager (TAM) is that he/she can interact and lead a conversation with senior management of our customers up to and including SVP / CIO when necessary. The TAM will be a leader in the discussion of the integration and expansion of Cyara’s technical architecture within the Customer’s environment.  The TAM will be the expert on how to make Cyara’s Platform function at its highest utility for the customer. We need someone who will be viewed as a trusted technical advisor by the customer, someone who cares about and is obsessed with the customer experience as we are; a highly organized, detailed oriented and proactive individual we can entrust with our largest and most strategic customers. We are seeking someone who can maintain high levels of engagement with these customers and deliver an elevated level of service to drive customer satisfaction and loyalty.

The Experience You Have:  You should have at least five years of continuous experience in technical customer/account management positions.  You have experience being part of a professional services, service delivery, or technical account management organization that has handled contact center solutions for large enterprise. You have strong technical experience with IVR technologies (e.g. speech recognition, speech application development, VXML, CCXML) and contact center technologies (VoIP, TDM, CTI; one or more of Genesys/Cisco/Avaya is a must). You have experience in complex account management for Fortune 500 companies.

Responsibilities:  Our Technical Account Managers have responsibility for customer relationships, adoption, retention and success when it comes to their use of Cyara’s products and services to meet their desired business outcomes. As a Technical Account Manager, your activities include:

  • Own overall technical aspects of the relationship with assigned customer, which include: Increasing adoption, ensuring retention/renewal, and satisfaction.
  • Work in alignment with Customer Success Manager’s account strategy to drive customer adoption and effective utilization of our solutions and services.
  • Establish a trusted/strategic advisor relationship with the customer and drive continued value of our products and services.
  • Understand the customer’s business and technology environment.
  • Work with team(s) to help implement best practices for both Cyara as well as testing and monitoring in general.
  • Be involved in conversations with the customer on technical issues, integration points, implementation of solutions, and discovery for upcoming projects.
  • Ability to demonstrate new product releases, new functionality, existing functionality, as well as products not acquired by the customer yet.
  • Help educate and recommend training if required to progress users to be more proficient at using Cyara. 
  • Identify gaps in needs and requirements with our current offerings and submitting them to Product Management/Engineering.
  • Ability to have Technical Road Map discussions on Cyara as well as the customer’s environment.
  • Program manage account escalations, be it Support or other.
  • When required, be involved in the following:
    • Design testing strategy documents for functional and/or load QA testing teams.
    • Design monitoring strategy document for monitoring teams.
    • Help create test cases and campaigns as needed.
    • Any other hands-on technical work required.
  • Establish regular communications with Cyara Sales Account Team to update them on the status of the customer.

Culture Fit:  You are the kind of person who acts with integrity in all you do, you value people and establish trusted relationships, you care deeply about the customer experience and pride yourself on delivering an elevated level of service, you are highly organized and responsive, you are proactive and always seeking improvement and never satisfied with the status quo, you have an eye for attention to detail, you are comfortable moving fast and making decisions quickly, you value individuals but are known for making teams come together across functional lines.   Our core values, an excerpt which is below from our company internal website, are what we live by:

Customer Obsession.  We pride ourselves on our customer focus and commitment and our work hard, play hard culture! All our customers are referenceable due to the dedication of our team and their relentless effort to hold our customer’s hand throughout their journey until favorable outcomes have been delivered. 

Innovation.  Don’t be afraid to bring new ideas, thinking, and approaches to Cyara and question our existing approach, as we believe in constant learning and continuous improvement. We’re very innovative and take pride in doing things that have never been done before, no matter how impossible they may seem.

Humility.  At Cyara we’ve worked hard to try and build a flat, team-centric culture where everyone rolls their sleeves up to get the job at hand done even if it’s not in your job description. No task is too low-level or small for all of us to do. Be confident but humble.

Quality.  Always put in your best effort and the results will take care of themselves! Don’t compromise the quality of your work even though time pressures may exist

We’ve grown every year of our existence. All of our customers can be referenced. Our strength is in our core values.

Reporting:  This position reports to the Regional Customer Success Lead NALA.

Location:  Redwood City, CA

Education:  BA/BS required, MS/MBA desirable

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