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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading teams of Technical Account Managers while ensuring compliance with SLAs and enhancing customer engagement through effective onboarding and support processes. Proficient in analyzing churn and retention metrics to drive improvements in customer experience.
Highest-signal resume keywords
Technical Account ManagementCustomer Relationship ManagementService Level Agreements (SLAs)Team LeadershipEmail Technologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceChurn AnalysisRetention MetricsProcess ImprovementVirtual Presentations
Soft Skills
Strong CommunicationCritical ThinkingAttention to DetailAnalytical SkillsAbility to Manage Multiple Priorities
Tools & Technologies
ZendeskCRMAPI UsageDNS
Industry Keywords
Deliverability ServicesCustomer EngagementOnboardingCustomer RetentionEscalation Management
Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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