Head of Global Technical Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and lead the global Technical Account Management organization at ScaleOps.

• Promote technical success, customer adoption, and ensure full value realization for enterprise clients.

• Create the global TAM strategy while defining engagement models, success metrics, and best practices.

• Establish, lead, and expand a global TAM team through effective hiring, onboarding, enablement, and career development initiatives.

• Ensure customers achieve measurable benefits, including cost reductions, performance enhancements, and operational efficiency.

• Foster trusted relationships with both technical and operational stakeholders within customer organizations.

• Assist customers in navigating platform adoption, optimization, and scaling within production settings.

• Act as the senior technical escalation point for key strategic accounts.

• Identify risks, gaps, and underutilized features; implement mitigation and optimization strategies.

• Collaborate with Account Management to focus on retention, expansion, and overall customer health.

• Work closely with Support, Product, and Engineering teams on issue resolution, gathering customer insights, feature requests, roadmap priorities, usability, and reliability matters.

• Define and monitor key performance indicators (KPIs) such as adoption rates, value realization, customer health, and satisfaction levels.

• Develop scalable playbooks, processes, and documentation to support global growth.

⛳️ Requirements

• Demonstrated experience in leading or scaling Technical Account Management or post-sale technical customer success teams in B2B SaaS environments.

• In-depth knowledge of Kubernetes and cloud-native/container platforms (essential).

• Experience in supporting enterprise clients within production, mission-critical environments.

• Strong customer-centric approach, with a track record of promoting adoption, optimization, and long-term value.

• Capability to translate intricate technical capabilities into clear customer outcomes.

• Exceptional leadership, communication, and stakeholder management skills.

• Comfortable working in a rapidly growing, global setting.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.