Technical Account Manager

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

📋 Description

• Manage a portfolio of designated accounts within the tiering framework.

• Promote the adoption of technical features across the BigPanda AIOps platform by recognizing underutilized functionalities, creating action plans, and assisting customers in achieving measurable enhancements in incident management, correlation, and automation.

• Facilitate regular customer interactions, including collaborative sessions, health assessments, and executive quarterly business reviews (QBRs).

• Ensure that each account has a comprehensive roadmap and a clear trajectory toward value realization.

• Collaborate with Account Managers on renewal strategies, identifying potential risk signals 3-6 months ahead and highlighting expansion opportunities linked to proven platform value.

• Work in tandem with field Sales Engineers on proof of value (POV) initiatives, co-managing the technical aspect.

• Act as the internal advocate for the customer by relaying feedback to Product teams, escalating support challenges, and advocating across Professional Services, Support, and Engineering.

• Establish and nurture relationships with technical champions and key users.

• Partner with customers to quantify and express the value of the platform.

• Identify and validate opportunities for cross-selling and upselling, collaborating with Account Managers and Account Executives.

• Maintain or enhance gross retention and proactively manage renewal risks at least 90 days prior to renewal.

• Develop consistent account engagement rhythms, executive relationships, and documented roadmaps.

• Contribute to technical sales processes and joint proof of value engagements.

• Serve as the primary technical resource for assigned accounts.

⛳️ Requirements

• Minimum of 3 years in a post-sales technical position — such as Solutions Engineer, Technical Customer Success Manager, Implementation Engineer, or a comparable role — with direct responsibility for enterprise customer relationships.

• Capability to engage in both technical and business discussions within the same account.

• Practical experience with monitoring, observability, incident management, or IT service management (ITSM) tools (e.g., ServiceNow, Splunk, PagerDuty, Datadog, or similar).

• Familiarity with RESTful APIs, scripting languages (Python, JavaScript, or similar), and integration methodologies.

• Ability to guide customers through technical setups and troubleshoot independently.

• Strong instincts in relationship management.

• High emotional intelligence and the capacity to adjust communication styles based on the audience.

• Previous experience as a BigPanda customer, administrator, or implementation partner.

• Knowledge of value-selling methodologies such as MEDDPICC or Command of the Message.

• Experience in or supporting a Network Operations Center (NOC), Site Reliability Engineering (SRE), or IT Operations setting.

• Familiarity with AIOps, event correlation, or machine learning principles in an enterprise context.

• Experience working alongside a quota-carrying sales team focused on expansion or upselling efforts.

• Must be authorized to work in the United States; visa sponsorship is not available for this role.

🏝️ Benefits

• Competitive equity offerings.

• Remote-first work environment.

• Unlimited paid time off (PTO).

• Twelve (12) paid holidays each year.

• Comprehensive health insurance coverage.

• #PandaParent support: financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents.

• Access to financial planning services.

• Budget allocated for employee learning and development.

• Values-driven recognition programs (quarterly and annually).

• Social community and employee resource group (ERG) initiatives.

• Dog-friendly office environment.

• Lunches provided in the office.

• Flexible working conditions.

• Work-from-home stipend to support remote work setups.

• Culture rooted in values.

• Competitive cash compensation.

• Supportive, collaborative, and innovative workplace atmosphere.

• Opportunities for career development.