Director, Technical Account Manager - AMER
New York, California, Washington, Colorado, Rhode IslandFull-TimeDirector
Salary181167 - 326000 USD per year
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Job Details
- Experience
- 8-10+ years
- Required Skills
- SQLRedisNosqlDevOpsDistributed Systems
Requirements
- 8-10+ years of experience in enterprise software, cloud, SaaS, or infrastructure technology.
- 5+ years of experience leading customer-facing technical teams, including experience leading managers of managers (2nd line).
- Proven experience building and scaling Technical Account Management or similar technical advisory organizations.
- Strong technical background in distributed systems, databases, cloud infrastructure, or DevOps environments.
- Demonstrated experience supporting production-scale systems, including high availability, performance optimization, scalability, and incident management.
- Experience managing complex enterprise portfolios across a regional market.
- Strong executive presence with the ability to influence both technical and business stakeholders.
- Data-driven leadership approach with experience operating against defined KPIs and regional targets.
- Experience working in high-growth, global technology companies.
- BSc in Computer Science or equivalent practical experience.
- Experience in database, data infrastructure, or real-time systems environments.
- Familiarity with Redis or similar NoSQL/SQL platforms.
- Background in cloud-native architectures and modern application development.
- Experience operating in a multi-layered global customer success organization.
Responsibilities
- Define and execute the Technical Account Management strategy for AMER, aligned with global CS and company objectives.
- Lead, coach, and develop a team of TAM Managers overseeing enterprise and strategic customer portfolios.
- Establish clear engagement models, technical success frameworks, and operational standards for the TAM organization.
- Drive a culture of technical excellence, accountability, and customer obsession.
- Ensure consistent execution of proactive engagement, success planning, and risk management across the region.
- Hire, develop, and retain high-performing TAM Managers.
- Set and maintain a high technical bar across the TAM organization.
- Coach managers on developing TAMs’ depth in architecture, distributed systems, production readiness, and performance optimization.
- Act as a senior escalation point for complex or high-risk technical scenarios.
- Ensure TAM teams operate as trusted technical advisors not reactive support resources.
- Ensure all customers receive a high quality delivered QBR, each customer has a clear scorecard on the health of redis to ensure they adopt best practices for scalability, reliability, security, and performance.
- Provide executive oversight for high-risk (red) and strategic accounts.
- Drive proactive identification and mitigation of technical and operational risk across the customer base.
- Serve as executive sponsor for select strategic customers as required.
- Own the technical strategy and execution in partnership with the CSM team, Sales and Renewals leadership to align on account strategy and risk mitigation.
- Establish structured account planning and technical success planning in partnership with the CSM.
- Collaborate with Support, Engineering, and Product to resolve systemic issues and improve the overall customer experience.
- Represent the voice of the customer to influence product roadmap and prioritization.
- Define and track key TAM KPIs including QBR delivery, workshops, adoption milestones, engagement health, and risk indicators.
- Implement scalable processes, playbooks, and reporting mechanisms.
- Continuously refine capacity models, portfolio segmentation, and coverage strategies.
- Contribute to global TAM strategy and best practice alignment.
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