Technical Account Manager

Technical Account Manager

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

We are hiring a talented Technical Account Manager to join our team supporting our largest clients. Reporting directly to the Technical Account Management Team Lead, the Technical Account Manager will be responsible for ensuring our top customers receive industry leading customer experience. Through managing support tickets, project management and working closely with our clients and cross functional teams the position provides dedicated technical support for key clients who are assigned to them.

Key responsibilities include:

• Partner closely with the Account Team to ensure exceptional service delivery and consistently exceed customer expectations.
• Own the end-to-end support lifecycle for Sinch services across top customers, acting as their trusted technical advisor.
• Drive cross-functional collaboration to review, refine, and implement process improvements that enhance operational efficiency and elevate service levels.
• Build and strengthen customer relationships by delivering timely, accurate, and proactive communication on technical and service matters.
• Manage and prioritize client requests, changes, and escalations to ensure swift resolution and alignment with customer goals.
• Organize and lead regular calls, reviews, and internal communications to maintain transparency and accountability across teams.
• Ensure new product launches and feature rollouts are fully service-ready with proper monitoring, documentation, and support processes in place.
• Identify and escalate risks, recurring issues, or potential gaps in service to drive continuous improvement and customer success.
• Provide insights and feedback from customers to Product, Engineering, and Support teams to help shape product roadmap and service evolution.
• Champion best practices in incident management, change management, and service reporting to deliver consistent, high-quality support.