Sakon

Technical Account Manager, Enterprise SaaS

Sakon

full-time

Posted on:

Origin:  • 🇺🇸 United States • Massachusetts

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Job Level

SeniorLead

Tech Stack

CloudPMP

About the role

  • Onboarding & Implementation: Lead discovery workshops to understand client requirements and success metrics
  • Define implementation plans, timelines, and milestones, drive cross functional delivery
  • Validate integrations, data migrations, and customizations in collaboration with Engineering
  • Account Health & Adoption: Monitor usage trends, identify at risk accounts, and proactively recommend adoption strategies
  • Conduct quarterly business reviews to report on ROI, usage KPIs, and roadmap alignment
  • Develop and deliver technical training and enablement sessions for end users and administrators
  • Technical Escalation & Support: Serve as escalation owner for high severity incidents
  • Liaise with Support and Engineering to resolve root causes
  • Maintain detailed incident documentation, postmortem analyses, and preventative action plans
  • Customer Advocacy & Feedback: Serve as the internal customer advocate—providing insights on feature requests, priorities, and product gap
  • Collaborate with Product Management to prioritize enhancements that drive enterprise value
  • Maintain a deep understanding of industry trends to advise clients on best practices
  • Strategic Account Growth: Partner with Account Executives to identify renewal and upsell strategies based on usage data and business outcomes
  • Prepare technical presentations and proposals for contract renewals and scope expansions

Requirements

  • 10+ years’ experience in a Technical Account Management, Solutions Engineering, or Customer Success role supporting large enterprise SaaS deployments in the U.S.
  • Proven track record managing multiple strategic accounts (≥$100K ARR each) through full lifecycle: implementation → adoption → renewal
  • Handson experience in SaaS/Cloud implementation, project management, data integration in a customer facing role
  • Strong project management skills; comfortable leading cross functional, geographically dispersed teams
  • Exceptional verbal and written communication skills; able to present complex technical concepts to C-level executives as well as hands on IT teams
  • Must reside in the U.S. with flexibility to travel (up to 30% of the time)