What the job involves

• 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
• 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
• 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
• 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
• 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, automation rate growth) not just task completion
• Be proactive: spot issues before customers do, identify expansion opportunities, keep accounts healthy
• Balance being consultative and strategic with being hands-on and tactical depending on what the customer needs
• Identify and support upsell and cross-sell opportunities through solution alignment and demonstrated product value
• Work with other CX team members and the broader Siena organization to understand and communicate the big picture of customer needs and blockers
• Translate customer insights and patterns into clear, actionable feedback that helps Product and Engineering teams improve Siena
• Communicate technical concepts to non-technical stakeholders and business context to technical teams
• Help scale our service offerings by identifying patterns that should become repeatable frameworks or product features
• Share knowledge and help teammates grow their strategic and technical capabilities
• Balance being responsive to urgent requests with proactive strategic work
• Navigate ambiguity and make judgment calls about priorities and tradeoffs
• Have difficult conversations when needed—push back on low-impact requests, challenge broken processes
• Take ownership of customer outcomes, not just your individual tasks
• What Success Looks Like:
• CX leaders view you as a trusted advisor who helps them think bigger about AI transformation
• Your strategic roadmaps balance quick wins with long-term transformation initiatives
• You challenge customers constructively and help them reimagine their operations
• Customers execute on your recommendations because they're grounded in their reality and business goals
• Customers consistently leave your sessions with actionable plans and improved capabilities
• Training and workshops (virtual and in-person) result in measurable improvements in product adoption
• Audit findings lead to clear roadmaps that drive real business outcomes
• QA cycles identify high-impact optimizations that improve automation performance
• The automations you build deliver a world-class customer experience that drives revenue for the brands in your care
• You build deep, trusted relationships with key accounts that drive ongoing value
• You can also jump into new accounts and quickly add value on specific initiatives
• CSMs and other team members trust your judgment and actively seek your input
• You balance being strategic and consultative with being hands-on and executional
• Your customer insights help Product and Engineering teams prioritize the right improvements
• You translate patterns across customers into clear, actionable feedback
• Professional Services and CX teams value your perspective and incorporate your input
• You help other team members grow their strategic thinking and customer skills

Benefits

• 🏠 The flexibility to work from anywhere
• 🌞 Flexible working hours
• 💸 Stock options
• 🌴 Unlimited PTO (minimum of 15 days off per year)
• 📖 Growth stipend