Senior Sales Representative

Mock

Job Description:

Senior Technical Account Manager

Job Title: Senior Technical Account Manager

Location: Hybrid – Boston, MA

Department: Customer Success / Technical Services

Reports To: Director of Technical Account Management

We are seeking a highly driven Senior Technical Account Manager (TAM) to serve as a trusted advisor for our enterprise customers. In this role, you will combine deep technical knowledge with strong relationship‑management skills to ensure customers maximize the value of our platform. You will lead strategic initiatives, guide customers through onboarding and adoption, and manage escalations in coordination with Product and Engineering teams.

• Serve as the primary technical point of contact for a portfolio of enterprise customers.
• Drive customer success by providing guidance on best practices, platform capabilities, and configuration recommendations.
• Lead onboarding activities, including requirements gathering, implementation planning, and training sessions.
• Monitor platform health, usage, and performance; proactively identify risks and improvement opportunities.
• Manage technical escalations, working closely with Engineering, Product, and Support teams to resolve issues.
• Provide customers with regular business reviews, feature updates, and roadmap discussions.
• Translate customer feedback into actionable insights for Product Management.
• Assist customers with compliance, integration, and workflow‑optimization initiatives.
• Create and deliver documentation, technical summaries, and process recommendations.