Senior Technical Account Manager
About the role
What this role is about:
As a Senior Technical Account Manager (Sr. TAM) at RapidSOS, you will serve as the lead technical partner for our most complex and high-value enterprise customers. In this senior capacity, you will not only ensure the reliability and performance of critical systems but also act as a strategic consultant, mentoring junior team members and driving the technical evolution of our largest partnerships. You will operate at the highest level of technical customer operations, telephony, and engineering, serving as a subject matter expert who guides enterprise organizations through ongoing operations with our technical teams. Additionally for new accounts you’ll have to navigate architectural changes and large-scale platform migrations. If you are a seasoned technical professional who excels in high-stakes environments and possesses a deep-seated drive to improve the technology supporting emergency response, this role offers the opportunity to make a massive impact on global safety.
What you’ll do:
- Lead the technical strategy for a growing premier portfolio of monitoring company customers, acting as their most senior trusted advisor and executive escalation point.
- Architect and oversee the design of enterprise-grade call flows, including advanced telephony routing, complex failover strategies, and custom integration patterns.
- Proactively audit system performance across the enterprise, identifying systemic risks and driving large-scale improvements to reliability, latency, and call success rates.
- Direct high-severity incident response coordination, conducting deep-dive root cause analysis and ensuring long-term remediation strategies are implemented across the customer base.
- Synthesize complex customer requirements into high-level strategic feedback for product and engineering leadership to help define the long-term platform roadmap.
- Orchestrate complex platform migrations and global feature rollouts, ensuring zero-downtime transitions for mission-critical services.
- Collaborate cross-functionally with leadership in engineering, product, and operations to refine the customer experience and internal support workflows.
- Establish and evangelize best practices regarding redundancy, monitoring, and massive-scale handling for real-world emergency spikes.
- Mentor junior Technical Account Managers, providing guidance on technical troubleshooting and relationship management.
- Analyze macro-level metrics and trends to drive continuous service improvement and business reviews with customer stakeholders