Technical Delivery & Account Manager
Natterbox Ltd Melbourne, Victoria, Australia
Software Development · 51-200 employees
About the role
The role involves leading end-to-end technical implementations of contact centre solutions while acting as a primary technical advisor for key accounts. Responsibilities include conducting discovery workshops, managing system configurations, and serving as an escalation bridge between clients and engineering teams.
What they look for
Requirements
Candidates must have proven experience in a customer-facing technical role, specifically within telecommunications, contact centre implementations, or Salesforce administration/development. Applicants must currently reside in Australia with full legal rights to work permanently.
Benefits
Full description
Position Overview
Natterbox is seeking a driven technical professional to fill a dual-impact role combining Professional Services (PS) consulting with Technical Account Management (TAM). You will drive the hands-on delivery of new client implementations while serving as a trusted technical advisor to our established client base. This role is ideal for a customer-facing technical expert with experience deploying contact centre solutions and ensuring the long-term technical health of key accounts.
Key Responsibilities
Project Delivery
- Onboarding of new customers
- Lead end-to-end technical implementations of Natterbox contact centre solutions integrated with Salesforce.
- Conduct discovery workshops to gather technical requirements, map business processes, and design architecture.
- Configure call flows, routing, CTI integrations, custom reporting.
- Manage User Acceptance Testing (UAT), training and go-live deployment support.
Technical Account Management
- Act as the primary technical point of contact for assigned key accounts post-implementation.
- Conduct regular technical health checks, platform audits, and system optimisation reviews.
- Partner with Account Managers to identify growth opportunities and assist with technical expansions.
- Serve as an escalation bridge between clients, Tier 2 support, and engineering teams to resolve critical technical issues.
- Proven experience in a customer-facing role, with a track record of managing client relationships and delivering technical or professional services to external stakeholders.
- Currently living in Australia and holds the full legal right to work in Australia on a permanent, full-time basis (sponsorship is not available for this role).
- Hands-on technical experience in at least one of the following: telecommunications or contact centre implementations; Salesforce administration; or Salesforce development. This is a non-negotiable requirement - candidates without this background will not be progressed.
- Experience supporting the management of multiple stakeholders and concurrent projects.
- Comfortable navigating ambiguity - able to extract clear signals and action items from unstructured conversations.
- Customer-oriented with excellent active listening skills, including the ability to pause, process, and clarify client needs before responding.
- High degree of self-awareness and the emotional intelligence to manage competing priorities and maintain composure under pressure.
- Strong critical thinking and developed problem-solving abilities.
- Excellent organisational and time-management skills.
- Exceptional interpersonal and professional communication skills.
- Demonstrated ability to thrive in a remote-first work environment, with strong self-regulation and proactive communication habits.
This remote-first position offers a flexible schedule and the opportunity to work at the forefront of cloud communications. You will be part of a forward-thinking team that values curiosity, emotional intelligence, and AI-driven innovation, providing a platform to manage global stakeholders while maintaining a healthy work-life balance.
