Alianza is looking for a Sr. Technical Account Manager to join our Technical Support department. This role is focused on ensuring our most strategic customers have outstanding support experience — from managing complex escalations end-to-end to proactively monitoring customer health and preventing issues before they arise. The ideal candidate is a skilled relationship-builder and communicator who operates effectively at all levels of an organization, balances competing priorities across a portfolio of key accounts, and thrives in a fast-paced, cross-functional environment.

Key Responsibilities

• Escalation Management: Own customer escalations from opening through to close, driving internal and external communications, coordinating Support and Engineering toward resolution, and closing out each escalation with a thorough Root Cause Analysis (RCA).
• Customer Health Monitoring: Track the overall health of assigned accounts through regular customer contact, cross-functional engagement (e.g., Sales, PS, and Operations), and support metrics. Maintain an up-to-date Customer Dashboard accessible to Alianza leadership so any account’s status and temperature is visible at a glance.
• Account Stewardship: Maintain high customer satisfaction for key accounts through regular status meetings that review projects and support progress. Coordinate these meetings while ensuring PS Project Managers and Primary Support Engineers own accurate status reporting for their respective work.
• Recovery Programs: Drive and coordinate “get well” programs for at-risk or unhappy customers. Work cross-functionally to develop recovery plans, manage deliverables, and run regular status meetings to track actions and report progress to all stakeholders.
• Proactive Risk Mitigation: Preempt customer escalations through proactive engagement, regular review of support metrics, and close collaboration with cross-functional teams across Sales, PS, and Operations — ensuring issues are identified and addressed before they reach a critical threshold.

Required Skills & Experience

Account Management & Problem-Solving

• Strong technical background, with the ability to grasp complex concepts and communicate them effectively across audiences — from customers to engineering teams.
• Sharp problem-solving skills with a readiness to think creatively and drive resolution to difficult, multi-stakeholder customer challenges.
• Organised and methodical, with proven project management skills — including developing plans, managing dependencies, and tracking and reporting on progress and action items.
• Ability to work with autonomy and sound judgement in a dynamic, fast-paced environment, managing multiple customer situations simultaneously.

Communication & Customer Service

• Outstanding written and verbal communication skills, with the ability to articulate complex issues and resolutions clearly and professionally to audiences from peers through to C-suite.
• Excellent listening skills — able to identify underlying concerns and communicate with empathy, clarity, and precision.
• Highly proactive and engaged across the organization, building and maintaining strong relationships with customers and internal stakeholders alike.
• Exceptional composure under pressure, including the ability to de-escalate frustrated customers and manage high-stakes situations with professionalism and calm.

Qualifications (Required)

• 5+ years of experience in a technical customer-facing role.
• 3+ years of direct, close customer interaction in account management or equivalent capacity.
• Fluent Spanish language skills.

Qualifications (Preferred)

• Experience in the voice, telecom, or UCaaS industry.
• Familiarity with Alianza’s product portfolio or similar cloud communications platforms.

Attributes for Success

The ideal candidate possesses the following innate qualities and team behaviors:

• Ownership: A natural sense of responsibility, consistent follow-through on commitments, and the autonomy to manage customer relationships and outcomes without close direction.
• Teamwork: Enthusiastic and effective collaboration internally and externally, building genuine relationships across every level of the organization.
• Attitude: Unflappable in the face of adversity — calm, professional, and able to de-escalate even the most challenging customer situations while maintaining positive energy.
• Growth: Genuine curiosity about customers and an intense interest in understanding the world from their perspective, coupled with a drive for continuous learning and improvement.

Location

This position may be remote, or office based (Pleasant Grove UT) or remote.

Remote locations include USA, Mexico, Brazil, Costa Rica.[LM1]

Successful candidates must work core America business time zones (ET, CT, MT and PT).

[LM1]HR to validate where we have a employer of record / local office.