Sr Manager, Technical Account Management

About the Team & Role
As the Senior Manager for Technical Account Management (TAM), you will lead and transform our global TAM organization into a strategic value-driver for our enterprise customers. You will oversee the execution of our Tiered TAM Service Model, ensuring that TAMs act as trusted technical advisors who quantify platform ROI, partner with sales on renewals and expansion, and drive long-term business outcomes.

While maintaining a baseline of operational excellence and system health, your primary mandate will be shifting the team from reactive operational support ("How do I fix this?") to forward-looking strategic engagement ("Why and how should we grow with this?"). You will lead a unified team, manage onshore/offshore delivery models, and establish high-touch executive governance across our most critical strategic accounts.

How you'll make an impact

Strategic Leadership & TAM Transformation

• Lead the operational shift from localized, specialized silos to a Centralized, Tiered TAM Service Model.

• Coach and transition the team to adopt a Strategic & Forward-Looking Mindset-focusing on Value Engineering, product strategy, and quantifying platform ROI.

• Build competency frameworks that train TAMs to be Subject Matter Experts (SMEs) with deep domain knowledge and business-acumen capabilities.

• Manage global, follow-the-sun TAM resources across onshore and offshore hubs to optimize delivery costs and maintain service excellence.

Business Value, ROI & Account Growth

• Drive Net Retention & Expansion: Partner closely with Sales and Customer Success teams to identify "white space" opportunities, support renewals, and prevent churn.

• Value Engineering: Establish frameworks for TAMs to measure, quantify, and present business value, platform usage trends, and ROI to customer executive teams.

• Tiered Delivery Management: Ensure proper service-level execution and governance for Standard, Enterprise, and Premium accounts.

• Establish Executive Governance cadence (QBRs/EBRs) with key decision-makers and customer leaders.

Operational Excellence & System Health (Foundational Baseline)

• Oversee TAM engagement in maintaining baseline operational health, proactive maintenance, and trend identification.

• Manage SLAs and operational health commitments according to service tiers.

• Serve as an executive escalation point for major incidents, ensuring structured communication, root cause analysis, and post-incident follow-ups

• Partner with Product and Engineering to ensure customer product roadmaps align with operational reliability and feature requests.

Team Development & Process Standardization

• Define and standardize engagement playbooks, onboarding toolkits, and proactive health review structures across the global team.

• Establish KPIs and career progression frameworks centered around strategic account management, technical leadership, and commercial impact.

• Drive consistent revenue tracking and operational efficiency across accounts in all lines of business

Experience you'll bring

• Degree & Certifications: Bachelor's degree in Computer Science, Information Technology, Business, or related field (or equivalent experience). ITIL certification or relevant framework knowledge preferred.

• Experience: 8-10+ years in technical customer-facing roles (TAM, Solutions Architecture, Customer Success Engineering, or Technical Advisory).

• Leadership: 3-5+ years managing technical teams within a SaaS, Enterprise Software, or Managed Services environment.

• Strategic Acumen: Demonstrated track record of driving customer retention, expansion/growth, and executive-level business reviews.

• Technical Depth: Ability to engage with CTOs, Architects, and Enterprise IT leaders on cloud platforms, system integrations, and software architectures.

• Service Models: Proven experience delivering under Tiered Service Models and managing blended onshore/offshore team topologies.

Preferred Qualifications

• Hands-on experience in Site Reliability Engineering (SRE) or Production Engineering roles

• Strong familiarity with cloud platforms (AWS, Azure, GCP)

• Background in driving operational maturity transformations

• Experience managing global or follow-the-sun teams

Key Success Metrics (KPIs)

• Net Retention & Expansion (NRR): Account retention rates and TAM-influenced growth opportunities identified.

• Platform ROI & Value Adoption: Successful delivery of Executive Business Reviews (EBRs) and Value Engineering artifacts.

• Service Tier SLA Compliance: Adherence to response and resolution SLAs across Standard (2-4hr), Enterprise (1hr), and Premium (30-min) tiers.

• Team Evolution: Successful upskilling of the team from reactive operational engineers to strategic technical advisors.