Technical Account Manager

ABOUT SENT

Sent is an infrastructure for sending A2P messages across SMS, WhatsApp, and RCS through a single unified API. Our intelligent routing model automates channel selection based on deliverability and cost, ensuring lower cost and global reach without any channel-specific integrations.

THE ROLE

You own integration support and go-live for contracted customers, from signed deal through onboarding, first production traffic, and the full lifecycle after. You'll get customers live, keep them healthy, and grow them. That requires enough technical depth to debug failed sends, write integration code, design messaging architectures, and explain carrier behavior without relying on engineering for every issue.

This is as much a coding role as an account role. When an integration stalls, you open the editor. You'll review customer code, write working examples, reproduce issues against our API, and work directly with customer engineers. Contracted, sales-led accounts are your primary focus, with select high-potential self-serve accounts as they scale.

WHAT YOU'LL DO

• Own onboarding and go-live for contracted customers: scope use cases, design integrations (REST APIs, webhooks, sender setup), and launch across 10DLC/TCR, WhatsApp, toll-free, and short code.
• Review customer code, build sample integrations and test scripts, reproduce issues, and pair with customer engineers when implementation work stalls.
• Act as the customer's technical point of contact for routing, throughput, rate limits, encoding, segmentation, delivery receipts, and channel fallback.
• Diagnose deliverability and integration issues across the stack, tracing messages from API request through carrier DLR and identifying root causes.
• Advise on resilient, compliant, and cost-effective messaging architectures, including sender strategy, retry logic, idempotency, fallback, and opt-out handling.
• Run QBRs, review performance and goals, surface insights, and recommend optimizations.
• Drive expansion by identifying growth opportunities and partnering with sales on larger accounts.
• Serve as a high-context bridge to engineering and product, translating customer needs into actionable feedback.
• Build repeatable onboarding and account-management processes as the function grows.

REQUIRED EXPERIENCE

• Experience as a Technical Account Manager or similar solutions, implementation, or technical CSM role in telecom, CPaaS, or messaging.
• Strong software engineering skills. You can build integrations against REST APIs, stand up webhook receivers, write scripts, and troubleshoot unfamiliar codebases. Explaining documentation is not enough. You should be comfortable building the integration yourself.
• Solid understanding of messaging infrastructure: carrier routing, SMPP, DLRs, throughput, queuing, encoding, segmentation, channel fallback, and event-driven architectures.
• Experience with 10DLC/TCR registration, WhatsApp Business Accounts and templates, toll-free verification, and short codes.
• Strong troubleshooting skills and the ability to communicate clearly with both developers and business stakeholders.
• Ownership mindset and comfort building process in a fast-moving environment.

A NOTE ON FIT: THIS IS A TECHNICAL ROLE WITH CUSTOMER OWNERSHIP ATTACHED. IF YOU'VE TYPICALLY HANDED OFF IMPLEMENTATION WORK TO SOLUTIONS ENGINEERS, IT'S PROBABLY NOT A FIT. IF YOU'VE TAKEN CUSTOMERS FROM SIGNED CONTRACT TO FIRST PRODUCTION SEND YOURSELF, YOU'LL KNOW EXACTLY WHAT THIS JOB ENTAILS.

OUR COMMITMENT TO YOU

• Meaningful equity with high growth potential
• Competitive compensation - flexible with years and depth of experience
• Top-tier medical, dental, vision fully covered
• 401(k) with 100% match up to 4%
• Unlimited PTO
• Beautiful NYC workspace with daily meals and unlimited snacks
• New MacBook Pro + Apple Studio Display
• Wellhub Gold or Equinox membership

Sent, Inc. is an Equal Opportunity Employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds and experiences.