Technical Account Manager

Yoodli AI Roleplays

30d•$110,000 - $125,000

About The Position

As a Technical Account Manager at Yoodli, you're the bridge between our customers and our product. You’ll be the technical point of contact when customers run into issues, and a trusted technical advisor who helps accounts get real value from Yoodli over the long term. You own the technical relationship post-launch: break/fix, integration health, escalation triage, and proactive monitoring. Customer Success owns the commercial relationship, renewals, and business value narrative; you're the technical counterpart they lean on for credibility and depth. If you're energized by solving hard technical problems and building relationships, and if the idea of becoming an expert in AI-powered communication coaching genuinely excites you, then this role is for you.

Requirements

2-4 years of experience in a technical account management, technical customer success, or senior technical support role at a SaaS company
Comfortable owning a small, high-touch book of business (typically 1-4 strategic enterprise accounts, sometimes a single dedicated account) rather than a shared support queue, and able to provide occasional after-hours coverage for critical incidents
Solid technical foundation: comfortable with SSO/SAML, REST APIs, webhooks, and a thorough understanding of reading console logs, HAR files, and network traces to diagnose issues
Experience working directly with enterprise SaaS customers
Clear, confident communicator you can explain a complex technical issue to a non-technical executive and then turn around and write a precise bug report for an engineer
Strong written communication skills. Your tickets, escalations, and customer updates are models of clarity and attention to detail
Organized, proactive, and follows though. You will track open issues across accounts and never let things fall through the cracks
Experience with tools like HubSpot, Jira, Salesforce, or similar support/CRM platforms
Genuine curiosity and excitement about AI and communication technology. You'll become one of the world's foremost experts in AI Roleplay coaching

Nice To Haves

Experience with LMS platforms (Docebo, Seismic Learning, formerly Lessonly, etc.)
Familiarity with sales enablement or learning & development software
Experience supporting a platform with a complex integration surface
Experience working within a multi-stakeholder enterprise account team (i.e., alongside dedicated roles for adoption strategy, solutions architecture, and commercials/licensing)

Responsibilities

Serve as the technical escalation point for enterprise customers, owning issues from triage through resolution
Investigate product bugs, reproduce issues, and write clear, well-documented escalations for the engineering team
Respond to inbound technical inquiries with accuracy, empathy, and speed. You set the bar for technical quality across the support queue
Own response and resolution against defined SLA commitments for your accounts, including accelerated response targets for critical issues
Maintain visibility into open issues across your accounts, proactively communicate status and resolution timelines to customers, and monitor for integration alerts and usage anomalies before they become tickets
Build and maintain trusted technical relationships with administrators, IT leads, and technical stakeholders at your accounts
Lead technical onboarding for new enterprise customers covering SSO configuration, LMS/CRM integrations, admin setup, and custom roleplay scenario deployment
Conduct technical health reviews to surface adoption blockers, underutilized features, and integration opportunities
Partner with Customer Success Managers, Professional Services, and Solution Engineers on renewal and expansion conversations, integrations, providing technical context and credibility
Become a deep product expert in Yoodli's platform on how our AI coaching engine works, how roleplay scenarios are structured, how data flows through the system
Partner with Customer Success Managers, Professional Services, and Solution Engineers on renewal and expansion conversations, integrations, providing technical context and credibility
Translate customer technical requirements into clear product feedback for engineering and product teams
Document solutions, workarounds, and integration guides that reduce ticket volume and support self-service