Senior Technical Account Manager

About the role

Level AI, a Series C startup founded in 2019 and headquartered in Mountain View, California, is transforming customer engagement by turning contact centers into strategic assets. Our AI-native platform, powered by cutting-edge technologies like Large Language Models (LLMs), delivers deep, actionable insights from customer interactions. This empowers organizations to enhance customer experience, optimize operations, and drive growth. Continuously evolving with the latest AI advancements, Level AI stands as the industry’s most adaptive and forward-thinking solution for modern customer intelligence.

Key Responsibilities

• Serve as the primary technical point of contact for enterprise customers, driving adoption and value.
• Understand customer business goals and technical requirements, providing strategic guidance on best practices and AI-driven solutions.
• Collaborate with engineering and product teams to relay customer feedback and influence roadmap decisions.
• Troubleshoot technical issues and provide proactive solutions to improve platform performance and user experience.
• Conduct regular business reviews, provide insights from customer interactions, and drive value realization.
• Develop and maintain strong relationships with key stakeholders to ensure long-term customer success and retention.
• Comply with Level AI’s information security, privacy, data protection, and acceptable-use policies.
• Protect company, customer, and confidential information; use only approved systems and access information strictly based on business need.
• Complete required security and privacy training and promptly report any suspected security incident, data exposure, or policy violation.

Qualifications & Skills

• 4+ years of experience in a Technical Account/Customer Success Manager, Solutions Engineer, or Customer Success Engineer role in an Enterprise SaaS or AI environment.
• Strong understanding of AI, NLP, and cloud-based SaaS solutions.
• Excellent communication and relationship-building skills, with the ability to explain complex technical concepts to non-technical audiences.
• Proven ability to troubleshoot technical issues and work cross-functionally with engineering and product teams.
• Experience managing enterprise customer accounts and driving adoption of technical solutions.
• Impeccable character attributes, including drive, problem-solving, and teamwork.

Bonus

• experience implementing AI CX CCaaS contact center technologies.