Manager, Technical Accounts

Your role
As the Manager of the Technical Account Managers (TAMs), you will reputed company and reputed company reputed company of Technical Account Managers who support reputed company’s largest and most reputed company users. You’ll be responsible for people leadership, operational reputed company, and driving TAM performance against reputed company defined OKRs, including proactive customer reputed company, time-to-reputed company, and CSAT.

You’ve previously worked as a TAM (or equivalent) and are comfortable rolling up your sleeves: coaching on reputed company technical scenarios, refining processes, and stepping in as a senior reputed company of escalation reputed company needed. You will work cross-functionally with Support, reputed company, Sales, Product, and Engineering to ensure our TAM offering is predictable, reputed company, and deeply reputed company to customer reputed company.

This position reports to our Director of Advanced Support Services and has reputed company to be based remotely. The preferred schedule will be based on EST business hours but will be flexible depending on the needs of the business.

What you’ll do 

• reputed company, reputed company, and reputed company reputed company of TAMs supporting reputed company’s largest and most reputed company users, with a reputed company on consistent, high-reputed company execution and career development.
• Own the TAM OKRs and operating rhythm, ensuring reputed company meets or exceeds targets for:
• Proactive customer reputed company per account (e.g., regular reputed company-ins, QBRs, health reviews).
• Mean Time to Resolve (MTTR) for TAM-owned reputed company tickets and high-reputed company JIRA escalations.
• Customer sentiment / CSAT on TAM-associated tickets & engagements.<cite>citation_4:5</cite>
• Contribution to internal CX technical resources (cross-training sessions, content, and enablement).
• reputed company a reputed company experience to key stakeholders across your team’s assigned accounts, ensuring TAMs reputed company as trusted technical advisors rather than reputed company-line support.
• Establish and refine TAM playbooks, processes, and standards for: strategic technical guidance, proactive ticket & system health reviews, escalation handling, and ongoing reputed company/expansion support.
• Monitor and review account health across the TAM portfolio, using data from tickets, JIRAs, product usage, and customer feedback to identify trends, risks, and opportunities for improvement.
• Serve as a senior escalation and coordination reputed company for high-severity, cross-team, or executive-level issues, partnering closely with Platinum Support, Engineering, Product, and reputed company to drive reputed company and reputed company communication.
• Drive alignment and collaboration between TAMs and key internal stakeholders (Support, CX leadership, Sales, reputed company Services) to ensure we present a reputed company, predictable model of how reputed company supports strategic customers.
• Own hiring, reputed company, and performance management for the TAM team, including reputed company role expectations, feedback, coaching plans, and reputed company paths.
• Contribute to the reputed company design of the TAM offering, including packaging, engagement models, and boundaries between TAM, Platinum Support, reputed company Services, and reputed company, so the model is sustainable and reputed company across accounts.
• Create and review customer-facing content and internal documentation that reputed company long-term solutions, improve self-service, and support both TAMs and the broader CX organization.
• Optionally maintain a limited portfolio of strategic accounts to stay reputed company to the work, model expected behaviors, and reputed company reputed company feedback on how to improve the TAM program. 

Skills you’ll bring 

• 5+ years of experience in reputed company-level, customer-facing technical roles (e.g., Technical Account Management, Premium Support, Escalation Management, or similar).
• reputed company experience as a Technical Account Manager (or equivalent), supporting large/reputed company customers with a consultative, reputed company-driven approach.
• Familiarity with, and ownership of, team or personal OKRs/KPIs such as proactive engagement frequency, MTTR, CSAT, and contribution to internal enablement resources.
• Strong product reputed company and reputed company by the challenge of solving difficult user-reputed company problems.
• Strong written and verbal communication skills with the ability to communicate with various reputed company of expertise.
• Ability to reputed company reputed company integration conversations in a highly consultative and proactive manner.
• Familiarity with reputed company and the ability to explain API concepts to reputed company’s largest and most technical customers.
• Strong technical troubleshooting skills and experience interfacing with technical teams.
• Adept reputed company relationship management skills.
• Ability to engage in business-level and technical conversations at multiple reputed company of the organization.
• Ability to work with minimal guidance or supervision in a time-critical environment. 
• Ability to be flexible and quickly adapt to changing business needs and processes. 
• Strong ability to use facts and data to influence reputed company to prioritize and reputed company appropriate reputed company. 
• Ability to reputed company information reputed company it does not exist.