Principal Technical Account Manager

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

📋 Description

• Take ownership and lead strategic engagements at an enterprise level with Outreach's most critical customers.

• Provide guidance to executive leadership within customer organizations and collaborate with internal stakeholders in Product, Engineering, GTM, and Supportability.

• Define and implement customer success initiatives and transformational programs that yield measurable business results.

• Establish engagement models, customer success frameworks, operational standards, and scalable best practices for Technical Account Management (TAM).

• Represent the voice of the customer to influence product direction, prioritize roadmaps, and shape operational strategies.

• Spearhead cross-functional initiatives aimed at advancing platform evolution and enhancing customer outcomes on a large scale.

• Counsel senior leadership on customer strategy, operational priorities, and methods for reducing systemic risks.

• Advocate for AI adoption and foster innovation throughout the TAM organization.

• Create scalable frameworks for customer interaction, operational excellence, and risk management.

• Serve as a thought leader and change agent in navigating complex, cross-functional challenges.

• Develop and define TAM strategy, standards, and organizational direction.

• Act as a trusted advisor both internally and externally regarding critical customer issues.

⛳️ Requirements

• 12+ years of experience in Principal Technical Account Management, Enterprise Program Management, Principal Solutions Consulting, Support Leadership, or related strategic technical roles.

• Proven success in managing highly strategic enterprise customers or large-scale programs with substantial organizational impact.

• Recognized expertise in navigating complex customer environments, integrations, and operational strategies at scale.

• Demonstrated ability to influence across Product, Engineering, GTM, and leadership teams without formal authority.

• Experience in developing scalable frameworks, processes, strategies, or organizational programs.

• Strong strategic thinking abilities, executive presence, and leadership skills.

• Expert-level knowledge of platform architecture, integrations, enterprise environments, customer engagement strategies, and operational workflows.

• Acknowledged technical authority within the TAM organization and across cross-functional teams.

• Ability to influence technical standards, scalability methods, and TAM engagement models.

• In-depth proficiency in CRM platforms (preferably Salesforce and Dynamics), SSO, TCP/IP, VOIP systems (Twilio preferred), REST APIs, and sales engagement platforms.

• Experience with Server Operating Systems or as a Network or Systems Administrator is preferred.

• Fully capable of setting priorities and strategic direction autonomously.

• Proficient in making strategic decisions in high-stakes and ambiguous circumstances.

• Skilled in defining risk management strategies and anticipating systemic risks.

• Exceptional communication skills at the executive level.

• Experience with advanced AI adoption, automation strategies, and predictive analytics.

🏝️ Benefits

• Flexible time off.

• 401k plan to assist you in saving for your future.

• Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.

• A parental leave policy that includes options for a paid night nurse and a gradual return to work.

• Benefits for infertility and assisted reproductive services.

• Employee referral bonuses.

• Complimentary snacks and beverages in the office, along with enjoyable events to celebrate.

• Diversity and inclusion initiatives that support employee resource groups.