Senior Manager, Technical Account Management – Enterprise

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

📋 Description

• Recruit, train, and cultivate the Technical Account Management team from the ground up, transforming it into a world-class operation through effective coaching and mentorship.

• Establish, develop, and enhance the strategy for platform health for SFP; pinpoint and track essential metrics while embedding measurement as a core team practice.

• Create and manage the team's operational framework — including portfolio assignments, account size and complexity tiering, coverage, and escalation paths — adapting it as the portfolio evolves.

• Design and oversee systems for intake and prioritization involving both external and internal stakeholders, effectively balancing competing priorities among resource management, product roadmap, and business obligations.

• Act as a senior escalation point for critical issues, engaging with retailer stakeholders at all levels — including C-suite — on various platform-related matters.

• Negotiate the boundaries of scope and responsibility with partners and internal teams, maintaining a principled stance on the ownership of the TAM function in relation to Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering.

• Initiate and manage internal cross-functional projects that promote ongoing technical enhancements in SFP's deployments and operations, and integrate systemic patterns into product and engineering roadmap strategies.

⛳️ Requirements

• Over 10 years of experience in technical account management, solutions engineering/architecture, technical consulting, or engineering, preferably within SaaS or platform environments.

• More than 5 years of experience in leading, hiring, and developing engineering and/or engineering-adjacent teams; a background in building or significantly scaling a team is highly desirable.

• Exceptional communication and presentation abilities, with experience engaging with VP-level and C-suite stakeholders on critical issues.

• Capability to define and implement large-scale transformation initiatives across a cross-functional landscape, demonstrating measurable impact.

• Technical expertise at scale and speed: proficiency in analyzing and diagnosing intricate platform integrations — including REST APIs, authentication, ETL, message queues, asynchronous patterns, error handling, and recovery — to drive enhancements.

• Demonstrated ability to balance proactive and reactive strategies for technical health, addressing urgent needs while ensuring long-term maintainability.

• Ability to excel in a highly collaborative environment, coordinating among various internal partners (project management, customer success, product management, engineering, solution architecture) to consistently achieve successful results.

🏝️ Benefits

• Equitable pay and compensation.

• Eligibility for a new hire equity grant along with annual refresh grants.

• Highly competitive compensation and benefits offered in each location.