- Design and launch the TAM premium support program including service tiers, staffing models, and customer eligibility criteria.
- Partner with Sales and Finance to define commercial models, pricing, and packaging for the premium support offering.
- Lead technical health initiatives for premium customers, including proactive support trend analysis and escalation ownership.
- Hire, onboard, and coach a high-performing team of Technical Account Managers.
- Establish KPIs and dashboards to track program profitability, customer adoption, and revenue impact.
- Collaborate with Product and Engineering teams to advocate for customer-impacting defects and reliability concerns.
- Manage high-pressure escalations and executive-level communication for complex technical issues.