Manager, Technical Account Management

• Lead the team of Email Technical Account Managers
• Oversee onboarding and full lifecycle support for Deliverability Services customers
• Build professional and trusting relationships with customers and internal leaders and executives
• Serve as a customer escalation point for the TAM team
• Establish processes, procedures, and KPIs to support TAM success
• Ensure Sinch Email and clients comply with SLAs, terms of service, and acceptable use policy
• Create and develop TAM onboarding and training
• Report on and improve customer engagement and retention
• Proactively contact clients to establish strong relationships
• Recommend improvements to processes, tools, and materials to enhance customer experience
• Conduct one-on-one meetings with TAMs
• Collaborate with Sales to identify revenue growth opportunities through new services and contract renewals

• 4+ years of related customer service or technical account management
• 2+ years of experience serving as a people leader
• Skilled in providing virtual presentations, online webinars, and remote troubleshooting
• Strong communication (verbal and written), critical thinking and analytical skills
• Full understanding of how to apply service level agreements (SLAs)
• Excellent attention to detail
• Ability to manage multiple priorities and tasks simultaneously
• Experience with calculating and analyzing churn and retention metrics
• Role open to candidates based in either Singapore or Australia
• Preferred: Experience with email technologies, DNS and API usage
• Preferred: Zendesk experience
• Preferred: CRM experience

• Comprehensive market competitive medical, dental, and vision plans
• Free virtual counselling resources through the global Employee Assistance Program
• Generous paid time off program
• Paid parental leave and family planning support
• Flexible hybrid work offerings
• Paid time off to support a volunteer program of your choice