Manager, Technical Account Management

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

📋 Description

• Lead, recruit, mentor, and develop Technical Account Managers.

• Establish expectations for customer results, technical execution, and professional advancement.

• Facilitate coaching sessions, performance reviews, and discussions centered on career development.

• Provide guidance to TAMs on consultative discovery, solution formulation, executive interaction, and linking platform adoption to business value.

• Strategize on team capacity and account coverage utilizing the Partner Ecosystem.

• Take ownership of team-level retention, renewal readiness, and expansion results in collaboration with Sales, account teams, and partners.

• Leverage account health, adoption, engagement, and commercial indicators to prioritize tasks and pinpoint risks.

• Maintain data-driven perspectives on renewal risks and growth possibilities while ensuring precise forecasts.

• Manage escalations and recovery strategies for complex or high-risk accounts.

• Guarantee that customer interactions yield measurable results.

• Establish operational rhythms, playbooks, quality benchmarks, roles, handoffs, and escalation protocols.

• Utilize team, partner delivery, and customer metrics to detect performance deficiencies and enhance delivery efficiency.

• Balance utilization, capacity, and quality of delivery where service commitments are concerned.

• Cultivate skills in workflow design, automation, integrations, ClickUp AI, and Agents.

• Oversee the design, prompting, testing, and refinement of AI Agents.

• Integrate AI and automation into internal delivery methodologies.

• Translate recurring needs from customers and partners into constructive feedback for Product and Engineering.

• Collaborate with Sales, Services, Support, Product, CX Operations, and the Partner Ecosystem.

• Identify partner-driven delivery opportunities and uphold accountability for customer results.

• Spearhead initiatives aimed at enhancing customer results and team efficiency.

• Offer leadership insights on portfolio trends, capacity, partner dependencies, and areas for improvement.

⛳️ Requirements

• A minimum of 5 years in Technical Account Management, Professional Services, Consulting, Customer Success, or a similar technical delivery role.

• At least 3 years of experience managing high-performance customer-facing or delivery teams within a SaaS context.

• Demonstrated success in delivering complex SaaS or technology engagements for SMB, mid-market, and enterprise clients.

• Profound knowledge of agentic workflows and AI Agent prompting.

• Experience in designing or guiding intelligent, task-oriented systems.

• Practical judgment in evaluating AI outputs, refining prompts and workflows, and establishing human review and quality controls.

• Strong technical fluency across configurable SaaS platforms, workflow design, automation, and integrations.

• Experience collaborating with implementation, consulting, and technology partners.

• Robust commercial acumen, including renewal planning, risk assessment, forecasting, and identification of expansion opportunities.

• Proven ability to manage multiple simultaneous engagements, customers, partners, and stakeholders.

• Exceptional prioritization skills, ownership mentality, and the capability to convert data into decisions and scalable operational enhancements.

• Strong communication, stakeholder management, and problem-solving abilities.

• Confidence in engaging with executive customers and partner leaders.

• Experience leading cross-functional initiatives with internal teams and the Partner Ecosystem.

• Ability to operate effectively at scale, thrive in ambiguous situations, and create structure in a rapidly evolving environment.

• Familiarity with ClickUp or similar work-management platforms is a plus.

• Experience managing distributed teams and assisting customers across various markets and countries is a plus.

• Background in building partner enablement, joint delivery playbooks, or partner-first service models is a plus.

• Experience encompassing recurring account management and professional services delivery is a plus.

• Must possess legal authorization to work in the country of residence.

• ClickUp cannot sponsor or take over sponsorship of an employment visa for this role outside of engineering and product.

🏝️ Benefits

• AI fluency assessed as part of the recruitment process.

• Commitment to equal opportunity employment.

• Accommodations available during the hiring process.

• ClickUp Global Candidate Privacy Notice and relevant data protection measures.