About this role.
Vonage is hiring a Technical Account Manager to own strategic enterprise relationships for its communications API platform. The role combines technical customer success, API integration guidance, account health management, QBR leadership, and commercial ownership for retention and expansion. The successful candidate will be fluent in English plus German or French and bring at least five years of technical, enterprise-facing account management or customer success experience. Strong CPaaS knowledge across messaging, voice, video, authentication, REST APIs, webhooks, and SDKs is central to the position. This Spain-based remote role requires effective collaboration with Sales, Product, Engineering, Technical Experts, and executive customer stakeholders.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would review usage trends, error rates, feature adoption, support history, stakeholder engagement, and business outcomes to identify likely causes. I would validate findings with the customer's technical and business contacts, create a prioritized recovery plan with measurable milestones, and coordinate internal engineering, product, and support resources as needed.
For developers, I would use technical evidence such as request logs, authentication behavior, payload examples, retry patterns, and documentation references. For executives, I would summarize the business impact, risk, remediation plan, accountable owners, and expected timeline without unnecessary implementation detail.
I would prepare a narrative connecting platform usage, reliability, adoption, support themes, and delivered outcomes to the customer's stated objectives. The QBR would include progress against the success plan, risks and mitigation actions, upcoming priorities, and mutually agreed expansion opportunities.
I would start with the customer's workflow, growth plans, usage data, and service gaps. If an underused capability such as Verify, WhatsApp, Video, or Voice directly addresses a measurable business need, I would present a use-case-led recommendation, success criteria, implementation considerations, and expected value alongside the sales team.
I would establish clear ownership, confirm the scope and impact, provide a timely initial update, and engage the appropriate technical experts immediately. I would maintain a regular communication cadence, distinguish confirmed facts from ongoing investigation, document decisions, and conduct a post-incident review with preventive actions once service is restored.
Join Vonage and help us innovate cloud communications for businesses worldwide!
Vonage Communications APIs
As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. Vonage API solutions empower organizations to build their custom omnichannel communications structure, allowing them to reach and engage customers on their preferred schedule and channel, including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.
Why this role matters
As a Technical Account Manager, you will be the trusted advisor and strategic partner for a portfolio of enterprise accounts, driving platform adoption, long-term value, and revenue growth. This role demands a strong technical foundation; you must be fluent in APIs, comfortable in developer-facing conversations, and ideally bring hands-on experience from the CPaaS industry. You don’t just bridge the gap between technical complexity and business outcomes, you live in both worlds simultaneously.
Your key responsibilities
- Serve as the primary point of contact for strategic enterprise accounts, building multi-threaded relationships from developers and product teams to C-suite executives
- Act as a credible technical voice in customer conversations, reviewing integration architectures, troubleshooting API implementations, and advising on best practices across Vonage’s full product portfolio (SMS, Voice, WhatsApp, RCS, Video, Verify…)
- Lead Quarterly Business Reviews (QBRs), proactively identify risks to customer health, and partner cross-functionally with Technical Experts, Product, and Engineering to resolve complex challenges
- Own revenue and direct margin growth for your book of business, forecasting accurately and executing retention and expansion strategies
- Develop outcome-driven success plans aligned to each customer’s business objectives, driving measurable platform adoption and long-term ROI
- Identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities, working closely with Sales using usage data, health scores, and engagement metrics
- Collaborate with Technical Solutions Managers (TSMs) within a pod model for complex solutioning and escalations, while retaining full ownership of commercial outcomes
What you’ll bring
Required:
- Fluent English and German/French is a must
- 5+ years of experience in Technical Account Management, Customer Success, or a similar strategic customer-facing role with a strong technical background in APIs or developer-facing products
- Deep, hands-on knowledge of CPaaS or API platforms: messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions
- Solid understanding of REST APIs, webhooks, SDKs, and software integration patterns, comfortable reading API documentation and engaging in technical troubleshooting alongside customers
- Demonstrated track record of managing and growing complex enterprise accounts with significant ARR responsibility
- Exceptional communication skills, able to hold in-depth technical conversations with developers and engineers, and translate those same concepts clearly for business and executive audiences
- Data-driven mindset, proficient in using customer health scores, usage analytics, and engagement metrics to identify risk and growth opportunities (Salesforce, Gainsight, or equivalent)
- Proven ability to navigate complex, multi-stakeholder environments and drive alignment across competing priorities
Experience we consider a plus:
- Direct experience at a CPaaS provider (e.g., Vonage, Twilio, Sinch, Infobip, MessageBird) – this is a strong differentiator
- Familiarity with conversational AI, chatbot platforms, or omnichannel engagement strategies
- Knowledge of VoIP, SIP, or WebRTC protocols
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
How you’ll benefit
- Opportunity to make a significant impact on strategic customer experiences and business growth.
- Competitive salary and meaningful career growth opportunities.
- Private Medical Insurance (Adeslas).
- Group Pension Plan (Generali).
- Life Insurance and Group Personal Accident (VidaCaixa).
- Ericsson Care Line.
- Discretionary Time Off (DTO).
#LI-MW1
There’s no perfect candidate. You don’t need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you’re passionate about what you could achieve at Vonage, we’d love to hear from you.
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Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands – such as Airbnb, Viber, WhatsApp, and Snapchat – accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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