Technical Account Manager

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers.

Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better.

The Role

The Technical Account Manager (TAM) is a strategic, hands-on technical advisor

for Cyara ’s global top 20 accounts. The TAM helps these customers realize value

through strong adoption, proactive technical strategy, and disciplined escalation

ownership, partnering closely with the Customer Success Manager, Account

Executive, and broader Field Team to drive measurable outcomes, expand

platform maturity, and sustain long-term value.

What You'll Do

Strategic Account Ownership: Global Top 20 Accounts (30–40%)

- Serve as the dedicated technical advisor for Cyara ’s global top 20 strategic accounts.

- Partner with the CSM and AE as part of the assigned Field Team to ensure customers receive coordinated, high-value engagement across the fulllifecycle.

- Build deep knowledge of each customer’s business goals, CX architecture,contact center ecosystem, testing maturity, monitoring strategy, andoperational risk profile.

- Own the technical account plan, including adoption priorities, risk areas,success criteria, technical milestones, and value realization opportunities.

- Ensure customers get value every step of the way, from onboarding and expansion through renewal, executive reviews, and long-term platform maturity.

Adoption, Value Realization & Technical Strategy (25–30%)

- Develop and maintain technical success plans that align Cyara capabilities to customer business outcomes.

- Lead technical roadmap discussions, health checks, solution reviews, and executive-ready technical updates.

- Recommend testing, monitoring, automation, and assurance strategies across voice, digital, messaging, and conversational AI channels.

- Identify adoption gaps, underused capabilities, technical blockers, and opportunities to improve platform maturity; translate complex technical concepts into clear, actionable business value.

Escalation Ownership & Risk Management (20–25%)

- Own complex technical escalations for strategic customers, coordinatingSupport, Product, Engineering, Professional Services, Customer Success,and Sales to drive clear resolution plans.

- Proactively identify technical risks before they become renewal, adoption,or relationship risks.

- Ensure escalations are resolved with durable customer confidence, not justshort-term issue closure.

Customer Enablement & Field Team Partnership (15–20%)

- Lead technical workshops, enablement sessions, product demonstrations,and architecture discussions for strategic customers.

- Help customer teams improve proficiency through best practices, training recommendations, certifications, and maturity planning.

- Equip CSMs and AEs with technical insight, adoption signals, risk intelligence, and value narratives for account planning, executive engagement, and EBRs.

Product Feedback & Continuous Improvement (10–15%)

- Capture field patterns, product gaps, adoption blockers, and customer feedback from Cyara ’s most strategic accounts.

- Provide structured feedback to Product and