[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. Yoodli is hiring a Technical Account Manager to own the post-launch technical relationship with enterprise customers. The role handles technical support and escalations, onboarding and integration health, and technical guidance in partnership with Customer Success and product teams.

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

Skills

• 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
• 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
• Experience with tools like HubSpot, Jira, Salesforce, or similar support/CRM platforms
• Genuine curiosity and excitement about AI and communication technology
• 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)

Benefits

• Significant equity opportunities at a venture-backed company
• Supportive CEO and Co-Founder, and smart teammates who truly care
• Real input into how the support function grows
• Joining a high-growth, high-trajectory organization

Company Overview

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