Technical Account Manager

Meet Siena

Siena is the first intelligence layer for customer experience. We're creating an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions.

Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human.

We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better.

We're a small, distributed team that punches way above our weight. Every person here has outsized impact because we've built leverage into everything we do. This philosophy makes us faster and, frankly, more fun to work with.

If you're excited about building something that doesn't exist yet, keep reading. We're building agents that don't just respond to customers—they remember them, learn from every interaction, and connect experiences across channels.

As a Technical Account Manager (TAM), you're the connective tissue between traditional CX operations and AI-first transformation. You work 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'll deliver a wide range of services across the customer lifecycle: partnering with senior customer stakeholders on strategic planning, leading hands-on workshops, conducting automation audits, delivering training programs (both virtual and in-person), and ensuring ongoing automations perform as promised. You're equally comfortable owning long-term customer relationships and jumping into new accounts to solve specific high-priority challenges.

This role is part of our Professional Services team. You understand how great CX organizations operate, and you help them evolve those operations for an AI-native world. You consult on strategy while rolling up your sleeves to execute—designing roadmaps one day, teaching teams to build automations the next, conducting audits to unlock the next phase of value throughout.

You're the bridge between what Siena's platform can do and what customers need it to do. Your deep CX expertise helps you spot opportunities others miss, and your ability to execute across multiple service offerings makes you invaluable to both customers and our internal teams.

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,…