Technical Delivery & Account Manager

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.

Requirements

• 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.

Benefits

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.