Technical Account Manager, Enterprise SaaS in Concord

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Job DescriptionJob DescriptionWe’re looking for an experienced Technical Account Manager to own the post sales relationship with our large enterprise customers in the U.S. You will be the primary technical point of contact, guiding clients through implementation, driving adoption, and ensuring each customer achieves their business objectives with our Telecom Expenses Management SaaS platform. You will partner closely with Sales, Product, and Support to deliver seamless, high value experiences that secure renewals and expansions. Key Responsibilities

• Onboarding & Implementation
• 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
• Account Health & Adoption
• 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
• Technical Escalation & Support
• 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
• Customer Advocacy & Feedback
• 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
• Strategic Account Growth
• 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

Required Qualifications

Skills

What We Offer

Interested in this role? Let’s connect on LinkedIn or simply share your profile by emailing me at anuradha.dhal @sakon.com.

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