Technical Account Manager

About the Role

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.

What You’ll Do

Own Technical Support & Delivery

• 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.

Lead Technical Cadences

• 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 workstreams, ensuring nothing falls through the cracks on either side.

Technical Advocacy for Customers

• Own the technical communication channel between customers and internal teams.