Manager, Technical Account Management – TAM

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Lead, mentor, and develop a global team of Technical Account Managers.

• Cultivate a culture that prioritizes collaboration, accountability, and customer focus.

• Provide coaching, performance evaluations, and career development initiatives.

• Oversee team capacity, customer assignments, and the distribution of workloads.

• Identify obstacles, clear roadblocks, and advocate for the team’s needs.

• Encourage knowledge sharing, teamwork, and continuous improvement.

• Manage Technical Account Management services for strategic and enterprise clients.

• Establish processes, expectations, and best practices for customer interaction, technical account strategies, escalations, and internal collaboration.

• Recognize customer risks, service delivery challenges, and opportunities to enhance customer experience.

• Act as a leadership escalation point for intricate customer issues.

• Collaborate with internal stakeholders to ensure prompt resolutions and effective communication.

• Partner with Customer Success Managers and account teams to foster retention, satisfaction, and growth.

• Monitor team performance, customer engagement, and service delivery metrics.

• Build strong relationships with Customer Success, Sales, Support, Consulting, Engineering, and Product teams.

• Support strategic account planning, customer retention, contract renewals, and opportunities for expansion.

• Coordinate technical delivery resources and address operational challenges.

• Represent both the customer and the TAM team in internal discussions.

• Contribute to the advancement of Percona’s Technical Account Management program, service offerings, engagement model, and operational processes.

⛳️ Requirements

• Over 5 years of experience in Technical Account Management, Customer Success, Technical Services, Support Management, or a similar customer-facing role within an enterprise technology organization.

• More than 2 years of experience leading or managing customer-facing teams.

• Experience with large enterprise customers and handling high-priority customer escalations.

• Working knowledge of database technologies such as MySQL, MongoDB, PostgreSQL, or equivalent database platforms.

• Understanding of standard database architectures and enterprise use cases.

• Familiarity with open-source technologies, business models, and communities.

• Experience in collaboration with Sales, Customer Success, and technical delivery teams.

• Strong organizational and operational abilities.

• Excellent interpersonal and communication skills.

• Proactive, solutions-oriented mindset with a proven history of recognizing issues, taking ownership, and eliminating obstacles.

• Ability to maintain composure under pressure, exercise sound judgment, and navigate complex customer or internal situations.

• Experience working with distributed, cross-functional teams in a remote setting.

• Proficiency in written and spoken English.

• Capability to work independently with minimal guidance.

• Willingness to travel up to 10%.

• Ability to pass required background checks.

• Prior experience leading a Technical Account Management or similar technical customer-facing organization.

• Background in the database software industry, specifically with open-source database technologies.

• Familiarity with cloud infrastructure and DBaaS offerings such as AWS, Microsoft Azure, and Google Cloud.

• Experience with enterprise support, professional services, or managed services delivery models.

• Proven experience in developing or scaling customer engagement initiatives, enhancing operational processes, or establishing team performance metrics.

• Familiarity with Customer Success platforms and CRM tools like Salesforce and Gainsight.

• Experience in a global, remote-first organization.

• Project or program management experience.

🏝️ Benefits

• Flexible work hours.

• Various paid time off programs.

• All necessary equipment for your remote office.

• Funding for career development, including external training, certifications, and conferences.

• Ongoing connectivity allowances.

• Opportunity to participate in the equity incentive plan.

• The Percona Adventure Team.

• Work-from-Anywhere policy.

• FlowDays.

• FryDays.

• Overall flexibility supporting work/life balance.

• PAVE volunteering program.

• Women Transforming Technology initiative.