Senior Technical Account Manager

Overview

As a Senior Technical Account Manager (Sr. TAM), you are a strategic technical advisor responsible for managing complex enterprise customer relationships while driving customer success, retention (GRR), expansion (NRR), operational maturity, and cyber resiliency outcomes.

You operate with a higher level of autonomy and strategic ownership than a Technical Account Manager and are expected to lead complex customer engagements, influence executive stakeholders, and drive multi-workstream initiatives across large enterprise environments.

Senior TAMs serve as senior customer success leaders capable of balancing deep technical advisory expertise with programme leadership, executive engagement, and commercial alignment.

Key Responsibilities

Strategic Customer Success Leadership

• Own strategic customer relationships across complex enterprise accounts

• Develop and execute comprehensive customer success strategies aligned to business outcomes

• Drive measurable customer value realization to improve GRR performance

• Influence customer adoption maturity, platform optimization, and operational resiliency

• Conduct strategic business reviews with technical and operational leadership stakeholders

• Identify customer risks proactively and lead mitigation planning efforts

Advanced Technical Advisory

• Serve as a senior technical advisor for cyber resiliency, cloud adoption, enterprise architecture, and operational modernization initiatives

• Lead complex technical discussions and architectural alignment sessions

• Provide best-practice guidance around scalability, resiliency, governance, and operational optimization

• Help customers align technical capabilities to broader business objectives

• Drive adoption of advanced platform capabilities and strategic product enhancements

• Recommend and document process improvements

Programme & Project Leadership

• Lead complex customer programmes involving multiple stakeholders, workstreams, and dependencies

• Coordinate cross-functional execution across Support, Engineering, Product, Services, and Sales

• Establish governance models, action plans, milestones, and executive reporting structures

• Drive accountability for customer success initiatives and transformation programmes

• Lead high-priority escalations and customer recovery efforts

Retention & Expansion Leadership

• Own customer retention planning and execution strategies to maximize GRR

• Identify, influence, and help drive expansion opportunities aligned to customer priorities

• Partner closely with Sales and Customer Success leadership on renewal and growth planning

• Contribute meaningfully to NRR growth through strategic technical engagement

• Use customer health data, adoption metrics, and engagement trends to forecast risks and opportunities

Mentorship & Organizational Contribution

• Mentor Associate TAMs and TAMs on customer engagement, technical advisory, and project leadership

• Share best practices and contribute to TAM operational improvements and playbooks

• Support onboarding and enablement efforts for newer TAM team members

• Act as a senior escalation point within the TAM organization

Qualifications & Experience

• 7–10 years of experience in Technical Account Management, Enterprise Architecture, Customer Success, Professional Services, or related enterprise technology roles

• Proven success managing large enterprise customer relationships

• Strong customer success and executive stakeholder management capabilities

• Advanced technical expertise across cloud, infrastructure, cyber resiliency, virtualization, storage, networking, and enterprise applications

• Excellent programme and project management skills

• Experience leading complex escalations and transformational initiatives

• Strong presentation and communication skills across technical and executive audiences

• Demonstrated ability to influence retention (GRR) and expansion (NRR) outcomes

• Strong collaboration, leadership, and mentoring capabilities

Preferred Qualifications

• Advanced cloud certifications (AWS, Azure, GCP)

• Security or cyber resiliency certifications

• Enterprise architecture or infrastructure certifications

• Experience supporting Fortune 500 or highly regulated enterprise customers

• Background in strategic transformation initiatives

Success Metrics

• Portfolio GRR performance

• Expansion influence and NRR contribution through identifying new opportunities

• Executive relationship maturity

• Customer adoption and operational maturity improvement

• Strategic initiative execution success

• Escalation resolution effectiveness

• Mentorship and TAM development contribution

• Customer satisfaction and sentiment

• Operational execution and project coordination effectiveness

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