Senior Technical Account Manager

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.