Manager, Technical Account Management

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

📋 Description

• Lead, mentor, and develop a team of Technical Account Managers through consistent one-on-one meetings, constructive feedback, career advancement opportunities, and performance oversight.

• Cultivate a culture of curiosity, accountability, continuous learning, and technical development.

• Assist team members in gaining confidence in technical problem-solving, AI-driven workflows, and customer consultation.

• Maintain close involvement with the team's activities by understanding customer challenges, aiding in complex situations, and eliminating barriers to the team’s success.

• Recruit, onboard, and nurture new team members in line with organizational growth.

• Establish an environment where team members feel supported, challenged, and empowered to advance their careers.

• Collaborate with the Director of Customer Operations to enhance the Technical Account Management function as the organization evolves.

• Identify opportunities for increased specialization, segmentation, or alterations in team responsibilities based on customer needs, workload, and business objectives.

• Utilize operational data, team feedback, and direct knowledge of daily activities to make informed recommendations that enhance scalability and team effectiveness.

• Assist in the implementation of organizational changes, new processes, and operating models as the team matures.

• Develop team processes and operational rhythms that facilitate consistent execution while creating capacity to support future growth.

• Gain a comprehensive understanding of the team’s daily workflows and identify opportunities to enhance efficiency, quality, and consistency.

• Regularly assess recurring tasks to determine if they should stay within Technical Account Management, be automated, or be handled through Product or Engineering enhancements.

• Construct and refine processes that enable the team to scale while preserving a high-quality customer experience.

• Collaborate closely with Product, Engineering, Customer Success, and Operations to eliminate friction and improve cross-functional cooperation.

• Monitor team capacity, workload, and operational health to ensure sustainable execution.

• Act as a senior escalation point for complex customer issues, working across teams to drive resolutions.

• Guide the team through technical investigations instead of merely providing solutions, fostering long-term technical capabilities.

• Ensure that technical customer issues are documented, prioritized, and translated into actionable product or operational enhancements.

• Create repeatable playbooks and best practices for common technical scenarios.

• Promote the thoughtful use of AI tools to enhance investigation, documentation, and operational efficiency.

• Identify possibilities to automate repetitive tasks and minimize manual efforts across the team.

• Champion continuous improvement by encouraging the team to experiment with new tools, workflows, and methodologies.

• Establish strong partnerships with Product, Engineering, Customer Success, Support, and Operations.

• Advocate for customer requirements while balancing operational efficiency and product scalability.

• Provide structured feedback that aids in influencing product improvements and operational investments.

• Help define clear ownership boundaries between Technical Account Management and partner teams as responsibilities change.

⛳️ Requirements

• 5+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, Product Operations, Technical Support, Operations, or a similar customer-facing technical position.

• 3+ years of managerial experience leading high-performing teams.

• Proven success in coaching employees through performance management and career development.

• Experience in handling complex customer escalations and cross-functional projects.

• Strong operational mindset with a commitment to improving processes and scaling teams.

• Comfortable with technical concepts such as APIs, integrations, troubleshooting, SaaS platforms, or technical product workflows. Deep engineering expertise is not necessary.

• Excellent communication and stakeholder management abilities, with the capacity to influence across various teams.

🏝️ Benefits

• 95% coverage of medical, dental, and vision

• $250 WFH setup (one-time)

• $500/year Learning & Development Benefit

• $150/month cell phone + internet

• $100/month Wellness

• $100/month Co-working and Commuter Benefit

• Flexible PTO