Siena AI · 1 day ago
Technical Account Manager
Raleigh, NC
Full-time
Hybrid
Mid Level
3+ years expSiena AI is pioneering an intelligence layer for customer experience, aiming to transform interactions through AI. As a Technical Account Manager, you will bridge traditional customer experience operations and AI-first strategies, working closely with senior stakeholders to implement effective automation and enhance customer relationships.
Artificial Intelligence (AI)E-CommerceEnterprise SoftwareMachine LearningSoftware
Responsibilities
Partner with CX leaders on AI-first strategy
Work with VPs of CX, Directors of Customer Support, and Operations Leaders to design their AI transformation roadmap
Diagnose what's blocking progress (technical limitations, operational gaps, stakeholder alignment) and design solutions
Challenge assumptions about existing processes—help leaders reimagine workflows for an AI-first world, not just automate broken ones
Balance quick wins with strategic long-term initiatives that fundamentally transform how their teams operate
Own relationships with key accounts where ongoing strategic partnership drives the most value
Triage technical issues and keep support and engineering teams accountable for resolution
Deliver high-impact services across the customer journey
Lead Automation Workshops where you collaboratively design and build automations with customer teams
Deliver engaging AI Manager Training sessions (virtual and in-person) that build customer confidence and product fluency
Conduct automation audits on live customer environments to identify optimization opportunities and expansion potential
Perform systematic QA on automations, reviewing conversation data to verify performance and identify improvements
Jump into accounts you don't know well to solve specific focus areas—a new channel launch, a stalled automation program, a critical optimization need
Drive strategic outcomes
Identify high-value automation opportunities based on deep understanding of CX operations and business impact
Think several steps ahead: understand customer goals, diagnose blockers, prioritize by business impact
Own measurable outcomes (CSAT improvement, cost reduction, automation rate growth) not just task completion
Be proactive: spot issues before customers do, identify expansion opportunities, keep accounts healthy
Balance being consultative and strategic with being hands-on and tactical depending on what the customer needs
Identify and support upsell and cross-sell opportunities through solution alignment and demonstrated product value
Collaborate Across Functions To Amplify Impact
Work with other CX team members and the broader Siena organization to understand and communicate the big picture of customer needs and blockers
Translate customer insights and patterns into clear, actionable feedback that helps Product and Engineering teams improve Siena
Communicate technical concepts to non-technical stakeholders and business context to technical teams
Help scale our service offerings by identifying patterns that should become repeatable frameworks or product features
Share knowledge and help teammates grow their strategic and technical capabilities
Own your work and drive results
Balance being responsive to urgent requests with proactive strategic work
Navigate ambiguity and make judgment calls about priorities and tradeoffs
Have difficult conversations when needed—push back on low-impact requests, challenge broken processes
Take ownership of customer outcomes, not just your individual tasks
Qualification
Required
3+ years in a technical role involving customer interactions at a high-growth SaaS company (e.g. Escalated Technical Support, Technical Account Management, Implementation, Solutions Engineering)
Excellent project management skills with the ability to manage multiple customer implementations and engagements simultaneously
Solid understanding of CX workflows, pain points, metrics, tools, and what makes teams successful
Experience with enterprise CX platforms (Zendesk, Gorgias, Kustomer, or similar)
You've lived the problems customers are trying to solve—you know what 'great CX' looks like
You can diagnose whether problems are technical, operational, or stakeholder-related and prioritize accordingly
Comfortable advising CX leaders on organizational design, process optimization, and transformation strategy
Working in North American time zones is a must
Comfortable leading training sessions, running workshops, conducting audits, performing QA work, building performant AI prompts, and consulting on strategy
Can switch between hands-on tactical work and strategic thinking depending on what the customer needs
Systematic thinker who can design processes for repeatable service delivery
Comfortable with high-volume work (10-15 customer sessions per week) while maintaining quality
Able to own long-term customer relationships and build trust at multiple levels of the organization
Can lead compelling live sessions (training, workshops, audit presentations, strategy sessions) that keep people engaged
Comfortable presenting virtually and in-person to groups ranging from practitioners to executive stakeholders
Ability to make scripted content feel personalized and adapt on the fly to customer questions
Balance being empathetic and supportive with being direct about what needs to change
Build customer confidence and capability, not dependency
Excited about AI's potential to transform customer experience
Comfortable with automation logic, conversation flows, prompt design, and agent behavior
Don't need to write production code, but understand how technical systems work well enough to collaborate with engineers
Experience with low-code automation tools, AI platforms, or similar technologies
Can translate between business needs and technical requirements
Bias toward action—you solve problems and keep things moving
Think ahead: anticipate customer needs, identify risks early, spot expansion opportunities
Focus on business impact and measurable results, not just completing tasks
Comfortable having difficult conversations and challenging customers when needed
Take ownership without waiting to be asked
Commercially minded person that uncovers expansion opportunities
Work effectively across functions (CSMs, Engineers, Product, other PS team members)
Give and receive direct feedback well
Comfortable with fast pace, changing priorities, and some ambiguity
Open to travel for in-person customer workshops and training sessions
Share knowledge and help teammates grow
Preferred
Customer operations experience, preferably in e-commerce or omnichannel support
Hands-on experience with Siena or similar conversational AI platforms
Background in professional services, consulting, or advisory roles
Experience training or enabling partner/BPO networks
Understanding of e-commerce platforms and integrations
Experience conducting business audits or assessments
Track record of working effectively with product and engineering teams
Comfort presenting to and advising senior executives
Benefits
Great salary plus the opportunity for equity or stock grants.
Learning budget. If you're growing, so are we.
Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools.
Company
Siena AI
Siena AI is the creator of an autonomous chat platform that aims to blend human empathy and intelligent automation.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$11.05MKey Investors
Sierra VenturesGapMinder VC
2024-09-01Seed· $6M
2023-11-16Seed· $4.7M
2020-09-28Pre Seed· $0.35M
Leadership Team
Andrei Negrau
ceo, founder
Recent News
2025-08-19
2025-07-02
2025-07-02
Company data provided by crunchbase