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Manager, Technical Account Management
Skills
Account ManagementCollaborative Decision-MakingCustomer ExperienceGroupNetwork Operations CenterStakeholder ManagementSupport Services
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5 to 8 years of technical leadership experience in SaaS or Network/General Cyber Security
- Experience leading regionally distributed teams
- Experience scaling and operationalizing TAM offerings for large enterprise customers
- Experience with paid support services, including observability
- Experience in hiring process including candidate review and interviewing
- Strong written and oral communication skills
- Excellent problem-solving abilities
- Enthusiasm for direct customer interaction
- Proven track record in building and leading Technical Support teams in infrastructure, platform, or SaaS business
- Passion for creating and promoting best support practices
- Willingness to work during weekends and holidays as needed
Day to day
- Lead a team of Technical Account Managers responsible for managing the service delivery experience for Premium customers
- Work with the Head of TAM Services to develop and implement a Global TAM strategy focused on metrics and solutions
- Provide mentoring, coaching, and career development guidance to team members
- Manage the hiring, onboarding, and training of new team members
- Facilitate communication among Support, Product/Engineering, and Sales teams
- Collaborate with Account Management Teams to ensure seamless customer experiences
- Implement new processes to enhance support services and address critical customer escalations
- Collect and analyze support metrics to drive continuous improvement
- Proactively contact customers to ensure satisfaction and develop corrective action plans
Hiring process
- Not provided