Staff Technical Account Manager

Staff Technical Account Manager

Thought Spot Mountain View, California, United States

What you'll do:

Serve as the primary technical point of contact for assigned Strategic and Enterprise accounts, building trusted advisor relationships with customer technical stakeholders (Architects, IT Leads, Data Engineers, VP/CxO). Develop deep knowledge of each customer’s Thought Spot deployment—architecture, integrations, usage patterns, business workflows, and SLAs. Conduct regular proactive Technical Health Reviews, identifying risks, optimization opportunities, and gaps before they become incidents. Own and maintain comprehensive account technical plans covering current-state architecture, roadmap alignment, risk registry, and success milestones.

Act as the internal escalation owner and customer-facing technical lead for P1/P2 incidents on your accounts—orchestrating SRE, Engineering, and Product resources through to resolution. Provide timely, clear, and accurate status updates directly to customer technical and executive stakeholders during active incidents, maintaining trust under pressure. Lead structured Post-Incident Reviews (PIRs), driving root cause analysis, identifying corrective actions, and ensuring follow-through to prevent recurrence.

Maintain and enforce incident severity classification standards and escalation SLAs across your account portfolio.

Guide customers through complex technical decisions: cloud migrations, data source integrations, performance tuning, security configurations, high-availability setups, and embedding Thought Spot in their products. Review customer deployment architectures and provide expert recommendations aligned to Thought Spot best practices and the customer’s scale goals. Conduct technical workshops, onboarding deep-dives, and enablement sessions to accelerate product adoption and proficiency. Advise on upgrade strategies, feature adoption roadmaps, and API integration patterns to maximize platform value.

Coordinate across SRE, Engineering, Product, Security, and Professional Services to deliver unified outcomes for customers—ensuring clarity of ownership, next steps, and accountability. Serve as the voice of the customer internally: synthesizing feedback, surfacing patterns, and influencing product roadmap prioritization with evidence-based input. Collaborate with Customer Success Managers and Account Executives on renewal risk signals, expansion opportunities, and executive business reviews (EBRs/QBRs).

Partner with Support Engineering to triage, route, and resolve complex product issues that require deep platform expertise.

Drive measurable customer outcomes: improved platform adoption, reduced time-to-resolution, lower escalation frequency, and increased self-sufficiency. Prepare and deliver data-driven Executive Business Reviews (EBRs) presenting health status, operational improvements, risk posture, and strategic recommendations. Track and report on account health KPIs including CSAT, SLA adherence, escalation rate, product adoption breadth, and renewal risk. Directly contribute to revenue retention and expansion by identifying technical use-case growth opportunities and communicating them to the account team.

5–8 years of experience in a Technical Account Management, Customer Success Engineering, SRE, or senior Technical Support role within an enterprise SaaS or cloud analytics company. Strong hands-on understanding of cloud infrastructure (AWS, GCP, or Azure)—including compute, storage, networking, Kubernetes, and managed data services. Proficiency in SQL and data querying; familiarity with data warehousing concepts (Snowflake, Big Query, Redshift, Databricks) is highly valued.

Proven ability to manage and lead P1/P2 incident response end-to-end, including customer communication and post-mortem facilitation. Experience working with enterprise customers at both technical (engineer/architect) and executive (VP/CxO)…