About the Role
- Siena is the first intelligence layer for customer experience, creating an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions. Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human. We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better. The team is small, distributed, and highly impactful, focusing on building new AI agents that remember, learn, and connect experiences across channels.
- As a Technical Account Manager (TAM), you serve as the crucial link between traditional CX operations and AI-first transformation. You will collaborate with senior customer stakeholders to devise strategies for integrating AI, ensuring measurable and impactful results beyond mere automation. This role, part of our Professional Services team, involves delivering a broad range of services throughout the customer lifecycle, including strategic planning, hands-on workshops, automation audits, training programs (virtual and in-person), and ensuring ongoing automation performance. You are expected to manage long-term customer relationships while also addressing specific high-priority challenges in new accounts. You understand how leading CX organizations operate and guide them in evolving for an AI-native world, combining consultative strategy with direct execution, from roadmap design to automation training and value optimization.
Responsibilities
- Partner with CX leaders on AI-first strategy
- Work with VPs of CX, Directors of Customer Support, and Operations Leaders to design their AI transformation roadmap
- Diagnose what's blocking progress (technical limitations, operational gaps, stakeholder alignment) and design solutions
- Challenge assumptions about existing processes—help leaders reimagine workflows for an AI-first world, not just automate broken ones
- Balance quick wins with strategic long-term initiatives that fundamentally transform how their teams operate
- Own relationships with key accounts where ongoing strategic partnership drives the most value
- Triage technical issues and keep support and engineering teams accountable for resolution
- Deliver high-impact services across the customer journey
- Lead Automation Workshops where you collaboratively design and build automations with customer teams
- Deliver engaging AI Manager Training sessions (virtual and in-person) that build customer confidence and product fluency
- Conduct automation audits on live customer environments to identify optimization opportunities and expansion potential
- Perform systematic QA on automations, reviewing conversation data to verify performance and identify improvements
- Jump into accounts you don't know well to solve specific focus areas—a new channel launch, a stalled automation program, a critical optimization need
- Drive strategic outcomes
- Identify high-value automation opportunities based on deep understanding of CX operations and business impact
- Think several steps ahead: understand customer goals, diagnose blockers, prioritize by business impact
- Own measurable outcomes (CSAT improvement, cost reduction, automation rate growth) not just task completion.
- Be proactive: spot issues before customers do, identify expansion opportunities, keep accounts healthy
- Balance being consultative and strategic with being hands-on and tactical depending on what the customer needs
- Identify and support upsell and cross-sell opportunities through solution alignment and demonstrated product value.
- Collaborate across functions to amplify impact
- Work with other CX team members and the broader Siena organization to understand and communicate the big picture of customer needs and blockers
- Translate customer insights and patterns into clear, actionable feedback that helps Product and Engineering teams improve Siena
- Communicate technical concepts to non-technical stakeholders and business context to technical teams
- Help scale our service offerings by identifying patterns that should become repeatable frameworks or product features
- Share knowledge and help teammates grow their strategic and technical capabilities
- Own your work and drive results
- Balance being responsive to urgent requests with proactive strategic work
- Navigate ambiguity and make judgment calls about priorities and tradeoffs
- Have difficult conversations when needed—push back on low-impact requests, challenge broken processes
- Take ownership of customer outcomes, not just your individual tasks
Requirements
- 3+ years in a technical role involving customer interactions at a high-growth SaaS company (e.g. Escalated Technical Support, Technical Account Management, Implementation, Solutions Engineering).
- Excellent project management skills with the ability to manage multiple customer implementations and engagements simultaneously.
- Solid understanding of CX workflows, pain points, metrics, tools, and what makes teams successful
- Experience with enterprise CX platforms (Zendesk, Gorgias, Kustomer, or similar)
- You've lived the problems customers are trying to solve—you know what "great CX" looks like
- You can diagnose whether problems are technical, operational, or stakeholder-related and prioritize accordingly
- Comfortable advising CX leaders on organizational design, process optimization, and transformation strategy
- Working in North American time zones is a must
- Comfortable leading training sessions, running workshops, conducting audits, performing QA work, building performant AI prompts, and consulting on strategy
- Can switch between hands-on tactical work and strategic thinking depending on what the customer needs
- Systematic thinker who can design processes for repeatable service delivery
- Comfortable with high-volume work (10-15 customer sessions per week) while maintaining quality
- Able to own long-term customer relationships and build trust at multiple levels of the organization
- Can lead compelling live sessions (training, workshops, audit presentations, strategy sessions) that keep people engaged
- Comfortable presenting virtually and in-person to groups ranging from practitioners to executive stakeholders
- Ability to make scripted content feel personalized and adapt on the fly to customer questions
- Balance being empathetic and supportive with being direct about what needs to change
- Build customer confidence and capability, not dependency
- Excited about AI's potential to transform customer experience
- Comfortable with automation logic, conversation flows, prompt design, and agent behavior
- Don't need to write production code, but understand how technical systems work well enough to collaborate with engineers
- Experience with low-code automation tools, AI platforms, or similar technologies
- Can translate between business needs and technical requirements
- Bias toward action—you solve problems and keep things moving
- Think ahead: anticipate customer needs, identify risks early, spot expansion opportunities
- Focus on business impact and measurable results, not just completing tasks
- Comfortable having difficult conversations and challenging customers when needed
- Take ownership without waiting to be asked
- Commercially minded person that uncovers expansion opportunities
- Work effectively across functions (CSMs, Engineers, Product, other PS team members)
- Give and receive direct feedback well
- Comfortable with fast pace, changing priorities, and some ambiguity
- Open to travel for in-person customer workshops and training sessions
- Share knowledge and help teammates grow
Qualifications
- Customer operations experience, preferably in e-commerce or omnichannel support
- Hands-on experience with Siena or similar conversational AI platforms
- Background in professional services, consulting, or advisory roles
- Experience training or enabling partner/BPO networks
- Understanding of e-commerce platforms and integrations
- Experience conducting business audits or assessments
- Track record of working effectively with product and engineering teams
- Comfort presenting to and advising senior executives
Benefits
- Meaningful impact. Your work directly shapes our product and company.
- Globally distributed team working at the bleeding edge of CX and AI.
- Great salary plus the opportunity for equity or stock grants.
- Learning budget. If you're growing, so are we.
- The thrill of building something new. Join us at a stage where your contributions matter most.
- AI-fluency. Make AI your second nature.
- Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.
- Front-row seat to the future of customer experience and AI
- Variety in your work—strategic consulting one day, hands-on workshops the next, audits and training throughout
- Direct impact on customer success and our service delivery model
- Competitive salary, equity, and flexible remote work culture
- Learning budget to fuel your growth
- Premium AI tools (ChatGPT, Claude, Perplexity Pro, Cursor) plus quarterly budget for new tools
- Opportunity for travel to customer sites for in-person training and workshops
- Clear growth pathways: specialize deeper in strategy/CX consulting or grow into team leadership