Technical Account Manager

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Reporting to the VP, Customer Experience, the Technical Account Manager (TAM) will serve as the dedicated Technical lead for customers with Premium Support. The TAM owns the day‑to‑day technical engagement for assigned accounts, ensuring customers receive timely, high‑quality support, proactive guidance, and structured service delivery aligned with our product roadmap and release cadence.

This is a high‑impact, high‑visibility role that sits at the heart of the Customer Experience team. The TAM is the person customers count on when it matters most, the one who knows their environment, speaks their language, and makes things happen internally on their behalf. This role works in close partnership with the Support team and the Customer Success Manager (CSM): while the CSM drives overall account health, value realization, renewals, and growth, the TAM owns the technical execution, accountable to support delivery, services programming, escalation management, and the cross‑functional coordination that turns commitments into outcomes.

• Hold overall accountability for Support outcomes across your accounts, partnering closely with the Support team that owns day‑to‑day ticket execution.
• Own escalations, stepping in when issues require senior technical judgment, broader coordination, or a stronger customer‑facing presence to drive resolution.
• Serve as the accountable owner for customer‑facing communication on escalated or high‑impact issues, ensuring customers receive timely updates, clear expectations, and proper closure.
• Maintain visibility across the support queue and hold internal teams (Support, Engineering, Services) accountable to progress, intervening and coordinating when issues stall or risk breaching commitments.

• Establish and run recurring cadences with customer technical stakeholders (e.g., weekly or monthly support reviews, services checkpoints), and own the agenda, communication, and follow‑up for each.
• Facilitate structured internal sessions across Engineering, Product, Support, and Services to maintain alignment and momentum on customer commitments.
• Track and communicate action items, risks, and progress across all technical work streams, ensuring nothing falls through the cracks on either side.

• Own the technical communication channel between customers and internal teams: translating customer needs into clear internal requests, and translating internal updates into customer‑ready communication.
• Keep customers informed proactively, not just when issues arise, but ahead of changes, releases, and risks that may affect them.
• Escalate effectively, providing internal stakeholders with clear context, business impact, and urgency; and keeping customers appropriately informed throughout escalations.
• Represent the customer perspective in internal technical discussions to ensure solutions reflect real‑world usage.

• Communicate upcoming releases, roadmap changes, and relevant product updates to customers before they become surprises.
• Provide technical impact assessments for releases and lead adoption planning conversations with customer technical teams.
• Identify support trends, latent risks, or engagement gaps and get ahead of them, both by alerting customers and by initiating internal action.

• Maintain clear documentation of support history, technical objectives, and engagement plans.
• Maintain clear documentation of support history, open issues, technical objectives, and engagement plans; shared across the CSM, Support, Engineering, Product, and Services teams.
• Provide accurate, consistent reporting on support health, SLA performance, and service consumption to both customers and internal leadership.
• Ensure all cross‑functional stakeholders maintain…