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Sakon · 4 months ago

Technical Account Manager, Enterprise SaaS

Concord, MA

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

Sakon is seeking an experienced Technical Account Manager to manage the post-sales relationship with large enterprise customers in the U.S. This role involves guiding clients through implementation, driving adoption, and ensuring customers achieve their business objectives with the Telecom Expenses Management SaaS platform.

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Responsibilities

Lead discovery workshops to understand client requirements and success metrics

Define implementation plans, timelines, and milestones, drive cross functional delivery

Validate integrations, data migrations, and customizations in collaboration with Engineering

Monitor usage trends, identify at risk accounts, and proactively recommend adoption strategies

Conduct quarterly business reviews to report on ROI, usage KPIs, and roadmap alignment

Develop and deliver technical training and enablement sessions for end users and administrators

Serve as escalation owner for high severity incidents

Liaise with Support and Engineering to resolve root causes

Maintain detailed incident documentation, postmortem analyses, and preventative action plans

Serve as the internal customer advocate—providing insights on feature requests, priorities, and product gap

Collaborate with Product Management to prioritize enhancements that drive enterprise value

Maintain a deep understanding of industry trends to advise clients on best practices

Partner with Account Executives to identify renewal and upsell strategies based on usage data and business outcomes

Prepare technical presentations and proposals for contract renewals and scope expansions

Qualification

Technical Account ManagementSaaS ImplementationProject ManagementData IntegrationCustomer SuccessTelecom Software ExperienceAgile/ScrumCollaboration ToolsC-level CommunicationCertifications PMPCertifications CCSMCommunication SkillsTechnical Presentations

Required

10+ years' experience in a Technical Account Management, Solutions Engineering, or Customer Success role supporting large enterprise SaaS deployments in the U.S

Proven track record managing multiple strategic accounts (≥$100K ARR each) through full lifecycle: implementation → adoption → renewal

Handson experience in SaaS/Cloud implementation, project management, data integration in a customer facing role

Strong project management skills; comfortable leading cross functional, geographically dispersed teams

Exceptional verbal and written communication skills; able to present complex technical concepts to C-level executives as well as hands on IT teams

Must reside in the U.S. with flexibility to travel (up to 30% of the time)