Technical Account Team Manager

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.  Interested to find out more about us?  Check out:  www.cyara.com 
Want to know what it’s really like to work at Cyara?  Check out this link to meet some real Cyaran’s and read about their individual career journey with us:  https://cyara.com/employee-profiles/ 
Cyara’s Diversity, Equity, Inclusive and Belonging Statement: At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success. 
 Cyara’s Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive. 
The Technical Account Team Manager will lead and grow a team of highly skilled TAMs responsible for ensuring our clients maximize the value of Cyara’s solutions. This leadership role will involve both people management and hands-on technical expertise. The ideal candidate is passionate about developing teams and streamlining processes, has strong communication and problem-solving skills, and is committed to client success. 

Leadership Responsibilities

• Lead, coach, and mentor a team of Technical Account Managers to ensure exceptional service and support are delivered to customers. 
• Define and manage development goals, plans, and activities to ensure TAMs stay current and expert on product knowledge, consulting skills, and customer value. 
• Lead process development and continuous improvement initiatives, delegating across the team, to improve overall team efficiency and effectiveness 
• Collaborate with cross-functional leaders to ensure effective delivery of customer satisfaction, retention, and growth 
• Serve as the escalation point for technical issues and strategic guidance for key accounts, ensuring proactive management of client needs. 
• Track team performance, customer satisfaction metrics, and key account outcomes, providing regular reporting to senior leadership. 
• Lead efforts in hiring and training new TAMs to build a strong, diverse, and high-performing team. 
• Provide technical perspective to overall CX function strategic planning. 

TAM Responsibilities

• Collaborate with customers to ensure they are leveraging Cyara’s solutions to achieve their business goals, ensuring optimal adoption and satisfaction. 
• Provide health assessments, value assessments, and strategic guidance to customers 
• Participate in customer business review meetings as the technical lead 
• Perform initial discovery, problem definition, and scoping to engage Professional Services to solve customer problems and deliver managed services where appropriate 
• Work closely with the TAM team to troubleshoot complex issues and implement solutions in a timely and efficient manner. 
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