Technical Account Management Leader

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

📋 Description

• Oversee the health, direction, and performance of the Technical Account Management team.

• Recruit, onboard, mentor, and develop Technical Account Managers (TAMs).

• Conduct one-on-one meetings and development plans; provide feedback on account strategies, quarterly business reviews (QBRs), and escalations.

• Develop and maintain standardized technical playbooks.

• Establish benchmarks for technical expertise, proactive engagement, and effective communication.

• Manage coverage for designated and partner-mapped accounts.

• Review and adjust account allocations on a quarterly basis.

• Address coverage shortages and authorize discretionary assignments and cap exceptions.

• Ensure each account has a designated technical owner accountable for its success.

• Audit onboarding processes, architecture validation, configuration guidance, adoption milestones, environmental assessments, and risk management.

• Serve as the escalation point for complex, high-impact, or multi-stakeholder issues.

• Coordinate major incidents involving support, engineering, and customer success teams.

• Manage the Named Account Escalation Service Level Agreement (SLA) process and ensure completion of root-cause analyses and preventive actions.

• Align account strategies with customer roadmaps and participate in discussions regarding strategic capacity, architecture, and growth planning.

• Represent consolidated customer trends to engineering and product teams.

• Collaborate with Sales, Customer Success, and Partnerships leadership regarding account health, retention, and coverage strategies.

• Monitor coverage, team wellbeing, adoption rates, incident reports, customer satisfaction, retention metrics, QBR completion, and the quality of account plans.

⛳️ Requirements

• In-depth technical knowledge of database internals, scalability, security posture, and infrastructure trade-offs.

• Proven experience in hiring, coaching, and developing a technical team.

• Ability to evaluate coverage across more than 100 accounts and a partner portfolio.

• Experience managing high-severity incidents involving multiple stakeholders.

• Capacity to influence leadership in engineering, product, sales, and partnerships.

• Strong executive and technical communication skills.

• Understanding of retention and expansion metrics, including aggregate Net Revenue Retention (NRR).

• Background in engineering, Site Reliability Engineering (SRE), or technical consulting.

• Demonstrated success in leading a technical customer-facing team.

• Familiarity with tools such as Admin Studio, Grafana, Hex, pgAdmin, HubSpot, and Notion.

🏝️ Benefits

• Fully remote work opportunity from anywhere around the globe.

• WeWork membership or co-working allowance applicable worldwide.

• Employee Stock Ownership Plan (ESOP) for equity ownership.

• Comprehensive health insurance: 100% coverage for employees and 80% for dependents, no matter your location.

• Annual company retreats.

• Flexible and asynchronous work schedule.

• Annual educational allowance for courses, books, conferences, or other learning opportunities.