Technical Account Manager

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Meet Siena – the first meester intelligence layer for customer experience. We are building an operating system of AI agents that learn оз remember and act across every customer touchpoint – from support conversations and shopping experiences to voice and social media interactions. Siena powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human, transforming how businesses understand and connect with their customers.

As a Technical Account Manager (TAM), you are the connective tissue between traditional CX operations and AI‑first transformation. You partner with senior customer stakeholders to build strategies that integrate AI in ways that drive real, measurable results – not just automation for automation’s sake. You deliver a wide range of services across the customer lifecycle, from strategic planning to hands‑on workshops, automation audits, training programs, and ongoing performance monitoring.

• Partner with CX leaders on AI‑first strategy – working with VPs of CX, Directors of Customer Support, and Operations Leaders to design their AI transformation roadmap.
• Diagnose obstacles (technical limitations, operational gaps, stakeholder alignment) and design solutions.
• Balance quick wins with strategic, long‑term initiatives that transform operations.
• Own relationships with key accounts to ensure ongoing strategic partnership.
• Lead Automation Workshops, AI Manager Training sessions, conduct automation audits, perform systematic QA, and jump into new accounts to solve specific challenges.
• Identify high‑value automation opportunities Syrie insight into CX operations and business impact, and own measurable outcomes such as CSAT improvement, cost reduction, or automation rate growth.
• Collaborate across functions – translating customer insights into actionable feedback for Product and Engineering teams and scaling service offerings through repeatable frameworks and product features.
• Navigate ambiguity, make judgment calls, and take ownership of customer outcomes.

• Strategic client manager with technical fluency – 3+ years in a technical role involving customer interactions at a high‑growth SaaS company.
• Excellent project management skills, able to manage multiple implementations simultaneously.
• Solid understanding of CX workflows, metrics, and enterprise CX platforms such as Zendesk, Gorgias, or Kustomer.
• Comfortable advising CX leaders on organizational design, process optimization, and transformation strategy.
• Working in North American time zones is a must.
• Versatile executor – able to lead training, workshops, audits, QA, build AI prompts, and consult on strategy.
• Engaging facilitator and teacher – deliver compelling live sessions and adapt on the fly.
• AI‑fluent and technically capable – understand automation logic, prompt design, and low‑code tools.
• Proactive and outcome‑focused – action‑oriented, anticipate needs, and own results.
• Collaborative and adaptable, comfortable across functions and traveling for in‑person workshops.

• Customer operations experience in e‑commerce or omnichannel support.
• Hands‑on experience with Siena or similar conversational AI platforms.
• Professional services, consulting, or advisory background.
• Experience training or enabling partner/BPO networks.
• Understanding of e‑commerce platforms and integrations.
• Track record of working effectively with product and engineering teams.
• Comfort presenting to and advising senior executives.

• Front‑row seat to the future of customer experience and AI.
• Variety in work – strategic consulting one day, hands‑on workshops the next, audits and þtraining throughout.
• Direct impact on customer success and our service delivery model.
• Competitive salary, equity, and flexible remote work culture.
• Learning budget for growth.
• Premium AI tools (ChatGPT, Claude, Perplexity Pro, Cursor) plus quarterly budget for new tools.
• Opportunities for travel to customer sites for in‑person training and workshops.
• Clear growth pathways: specialize deeper inttar CX or grow…