About the Role
You will lead, mentor, and scale Technical Account Managers serving complex enterprise customers. You will establish delivery strategy, oversee account health and risk assessments, lead major escalations, build executive customer relationships, and coordinate with customer-facing, product, support, and engineering stakeholders.
Requirements
•10+ years of experience in technical account management, enterprise customer experience engineering, technical support leadership, or complex IT delivery.
•5+ years of direct people-management experience for technical, client-facing engineering teams.
•Experience scaling technical delivery teams and improving customer experience and retention.
•Experience engaging C-level executives.
•Experience collaborating with sales or account-management organizations.
•Knowledge of enterprise IT ecosystems, application integrations, and security architectures.
Responsibilities
•Lead and mentor a team of Technical Account Managers.
•Set performance standards and create career development plans.
•Drive hiring strategy for technical talent.
•Define the technical account management roadmap for Elite accounts.
•Align team skills with evolving IAM deployment models.
•Implement scalable Customer Experience processes.
•Oversee architectural reviews, health checks, and pre-launch risk assessments.
•Ensure root-cause analysis and preventive measures for major incidents.
•Build relationships with executive customer stakeholders.
•Translate technical milestones into security and business outcomes.
•Coordinate with Customer Experience, Account Executives, Support, Product, and Engineering.
•Lead resolution efforts for high-impact customer friction and technical roadblocks.
•Monitor account health and relationship trends to mitigate deployment risks.
Benefits
•Generous PTO and holiday schedule.
•Parental leave.
•Progressive healthcare options.
•Retirement programs.
•Education reimbursement.
•Commuter offset in specific locations.
•Employee Resource Groups.
•Regular company and team bonding events.
•Global volunteering and community initiatives.
