• Responsible for increasing Thryv’s penetration to the existing client base • Increasing client engagement with existing software clients • Growing the SaaS client base through new sales • Calls on existing clients to nurture and grow relationships while identifying and pursuing new client opportunities to meet a predetermined sales quota • Engages with clients face-to-face approximately 25% of the time • Identifies and secures new SaaS clients by leveraging self-generated prospecting (i.e. networks, referrals, etc.) and company-initiated prospecting programs • Executes all defined operational processes and requirements with excellence • Participates in sales meetings, call calibrations, and training as needed

• Own customer outcomes from post-sale implementation through renewal, adoption, and expansion • Lead customers through deployment, onboarding, testing, training, and operational rollout • Partner with customer stakeholders across security, IT, operations, and leadership teams to define goals, success criteria, and measurable outcomes • Develop deep proficiency in the Ambient.ai platform and help customers apply it effectively in real-world environments • Build trusted relationships with both day-to-day users and executive stakeholders. • Identify opportunities to deepen customer impact and expand the partnership over time

• Develop standard processes within your areas of expertise and champion their adoption. • Manage the CAM engagement with a customer using strong project management practices while developing solutions to business problems. • Take ownership of your customer’s continued success by ensuring accurate adoption of the platform. • Engage customers in enlightened business need discussions versus feature/function basics. Continually drive customers toward their strategic goal. • Provide a strong technical understanding of our product with the ability to discuss and demonstrate the full Coupa platform and how it may be configured to meet a customer’s business needs.

Role Description The Senior Technical Account Manager is a seasoned account management, program/project management and technical resolution professional who is at the top of their field. They are unified with team members across the company in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. This key professional is responsible for resolving the most complex problems and providing excellent technical and customer service to one or more named enterprise-level accounts. - Partner with Sales and Sales Engineering during the final stages of the sales process. - Be the assigned enterprise account's single point of contact and function as their professional advocate. - Develop and maintain an effective and productive relationship with assigned account(s) at all levels. - Hold regular discussions that balance proactive and reactive work. - Ensure customer satisfaction, retention and reference ability for all assigned accounts. - Work with Project Managers to ensure that projects mesh well with the overall strategy. - Coordinate all projects to ensure synchronization and completion as agreed. - Demonstrate superior in-depth knowledge of CX products and associated technologies. - Utilize a deep understanding of each customer's environment to identify needs and implement solutions. - Arrange and conduct regular Service and Technology Reviews with proper customer and CX stakeholders. - Develop and present compelling customized presentations to assigned accounts. - Contribute to enterprise-level product strategy and direction. - Provide coaching and mentoring to peers. - Assist the team by taking ownership of escalations from other accounts. - Exemplify professionalism and leadership with customers. Qualifications - Bachelor's degree (BS) in Business Management or related field or equivalent work experience required. - 8+ Customer account relationship management experience. - 5+ years proven track record of successful Enterprise Account Relationship Management. - Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders. - Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc. - Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners. - Ability to travel 30% of the time, visiting customer sites and attending company meetings. Requirements - Self-Motivated with the ability to prioritize and work well under pressure. - Risk Identification/Risk mitigation skills. - Work largely during the customers' core business hours, with occasional extended hours as needed. - Ability to capture common questions, techniques and best practices in daily workflow. Benefits - Participation in important projects, tasks and initiatives that improve processes. - Mentoring opportunities for TAMs at all levels. - Advanced technical and process training opportunities.