Job Description
JOB DESCRIPTIONTitle: Senior Technical Account Manager
Department: Professional Services
Location: US Remote
Department OverviewThe global Technical Account Management (TAM) team sits within Aria's Professional Services organization. Through the TAM program, our team partners with customers to maximize the value of their investment in Aria.
Position SummaryThe Senior Technical Account Manager is a recognized subject matter expert on the TAM team, responsible for managing Aria's most complex, highest-value customer accounts. You bring a strategic mindset and deep telco billing domain expertise to every engagement, operating comfortably at both technical and executive levels.
You drive measurable outcomes across your portfolio - from accelerating time-to-value, to reducing escalations through proactive risk mitigation - while setting the standard for technical excellence within the team. You are a strategic thinker and team player who thrives in a fast-paced environment and has the technical depth to troubleshoot complex problems and the business acumen to communicate their impact at the executive level.
Responsibilities- Become the trusted advisor to key technical and business stakeholders, leveraging your telco billing expertise to deliver recommendations that measurably improve billing accuracy, operational efficiency, and customer satisfaction.
- Develop a deep technical understanding of each customer's implementation to troubleshoot complex, multi-vendor problems - reducing time to resolution and driving root-cause fixes that prevent recurrence.
- Help customers achieve their business goals by delivering timely, proactive best-practice recommendations that drive measurable increases in platform adoption and recurring revenue growth.
- Lead technical health reviews that result in documented improvement plans.
- Partner closely with Customer Success, Technical Support, Engineering, and Product Management to ensure customer challenges and requirements translate directly into product and service improvements.
- Proactively monitor systems and tools to identify and mitigate risks before they become customer-impacting issues.
- Translate complex technical concepts into clear business language for executive stakeholders, and map business requirements into actionable technical featuresDefine and document best practices, contributing to a growing internal knowledge base that elevates the broader TAM team.
QualificationsRequired:- Minimum of 8 years of work experience, with a preference for roles such as technology consultant, business analyst, technical CSM, technical account manager, solutions architect, or implementation consultant.
- Demonstrated domain expertise in telco billing for B2B and/or B2C customers, including hands-on experience with complex bill runs, billing cycles, and billing system integrations.
- Familiarity with REST APIs, webhooks, and enterprise integration patterns; experience working with subscription billing platforms, cloud-based SaaS applications, or BSS/OSS environments is a strong plus.
- Spanish language proficiency preferred, but not required - we serve a growing base of customers across Latin America.
- Excellent communication skills, both verbal and written, with the ability to lead conversations with technical and business stakeholders including C-suite and executive audiences.
- Ownership mentality with a proactive approach to identifying and resolving issues.Proven ability to operate successfully in cross-functional teams across engineering, product, and customer-facing organizations.
Desired:- Bachelor's degree or equivalent
- Experience working with enterprise-level systems, cloud-based e-commerce or subscription management platforms a plus.
- Able to travel domestically and internationally as needed (typically less than 25%).
