Technical Account Manager

Join Vonage and help us innovate cloud communications for businesses worldwide! Vonage Communications APIs As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. Vonage API solutions empower organizations to build their custom omnichannel communications structure, allowing them to reach and engage customers on their preferred schedule and channel, including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more. Why this role matters As a Technical Account Manager, you will be the trusted advisor and strategic partner for a portfolio of enterprise accounts, driving platform adoption, long-term value, and revenue growth. This role demands a strong technical foundation; you must be fluent in APIs, comfortable in developer-facing conversations, and ideally bring hands-on experience from the CPaaS industry. You don’t just bridge the gap between technical complexity and business outcomes, you live in both worlds simultaneously. Your key responsibilities Serve as the primary point of contact for strategic enterprise accounts, building multi-threaded relationships from developers and product teams to C-suite executives Act as a credible technical voice in customer conversations, reviewing integration architectures, troubleshooting API implementations, and advising on best practices across Vonage’s full product portfolio (SMS, Voice, WhatsApp, RCS, Video, Verify...) Lead Quarterly Business Reviews (QBRs), proactively identify risks to customer health, and partner cross-functionally with Technical Experts, Product, and Engineering to resolve complex challenges Own revenue and direct margin growth for your book of business, forecasting accurately and executing retention and expansion strategies Develop outcome-driven success plans aligned to each customer’s business objectives, driving measurable platform adoption and long-term ROI Identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities, working closely with Sales using usage data, health scores, and engagement metrics Collaborate with Technical Solutions Managers (TSMs) within a pod model for complex solutioning and escalations, while retaining full ownership of commercial outcomes What you'll bring Required: Fluent English and German/French is a must 5+ years of experience in Technical Account Management, Customer Success, or a similar strategic customer-facing role with a strong technical background in APIs or developer-facing products Deep, hands-on knowledge of CPaaS or API platforms: messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/