Senior Technical Account Manager

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

📋 Description

• Act as the primary technical point of contact (L1) for Atlas customers after they go live.

• Take ownership of both the short-term and long-term technical success and health of assigned accounts.

• Develop trusted, lasting relationships with customer engineering, IT, platform, and operations teams.

• Serve as the customer's advocate within Armada for platform enhancements and alignment with the roadmap.

• Be the main contact during escalations and facilitate resolutions.

• Collaborate with Account Executives to jointly deliver Quarterly Business Reviews (QBRs).

• Create, maintain, and continually drive Joint Success Plans in collaboration with customers.

• Align Atlas platform capabilities with customer business goals, operational KPIs, and success criteria.

• Utilize the Joint Success Plan as the authoritative source for priorities, milestones, risks, and outcomes.

• Regularly review and refresh success plans with customer stakeholders and Armada leadership.

• Ensure that success plans inform adoption strategies, roadmap discussions, and expansion planning.

• Promote deep adoption of Atlas capabilities, including monitoring, lifecycle management, governance, and automation.

• Assist customers in integrating Atlas into their existing workflows, tools, and operational processes.

• Identify usage gaps, friction points, and opportunities to enhance the value of Atlas.

• Guide customers from initial usage to advanced, production-grade operating patterns.

• Identify applications to be integrated into the Marketplace and drive the execution of this integration.

• Support customers in self-onboarding assets not covered by Support, such as SD-WAN and others.

• Provide customers with best practices for asset management.

• Train new users to proficiently utilize Atlas.

• Accelerate time-to-value by prioritizing high-impact use cases for Atlas.

• Convert platform usage into measurable outcomes, such as improved uptime, operational efficiency, and reduced complexity.

• Track, quantify, and communicate realized value through structured reviews and health checks.

• Monitor platform health, usage trends, and operational signals across assigned accounts.

• Proactively identify risks, misconfigurations, or adoption challenges before they affect customers.

• Coordinate with Support, Engineering, and Product teams to resolve issues promptly.

• Ensure customers operate Atlas securely, stably, and scalably.

• Assist customers in aligning Atlas usage with security, access control, audit logs, and governance expectations.

• Collaborate with customer security and compliance teams as necessary.

• Maintain disciplined operational hygiene, documentation, and access management.

• Identify expansion opportunities driven by Atlas, including additional users, environments, or use cases.

• Collaborate with Sales and Customer Success leadership on expansion planning based on the Joint Success Plan.

• Provide technical validation and guidance for growth opportunities driven by Atlas.

• Work closely with Support teams responsible for Atlas onboarding and deployment.

• Partner with Product and Engineering to offer structured feedback based on genuine customer usage.

• Collaborate with regional GTM and Customer Success teams to ensure a seamless customer experience.

⛳️ Requirements

• 8+ years of experience in technical account management, customer success engineering, platform engineering, or similar roles related to SRE.

• Extensive experience supporting enterprise SaaS platforms in production settings.

• Profound understanding of cloud platforms, distributed systems, and operational tooling.

• Demonstrated ability to build and drive Joint Success Plans linked to measurable outcomes.

• Skill in articulating complex technical concepts clearly to both engineers and executives.

• Excellent written and verbal communication abilities.

🏝️ Benefits

• Medical, dental, and vision coverage (subsidized cost).

• Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA).

• Retirement plan options, including 401(k) and Roth 401(k).

• Unlimited paid time off (PTO).

• 14 paid company holidays each year.