Technical Account Manager
Ambient Security
CloudLinuxSwitching
Technical Account Manager, Enterprise SaaS
Sakon
full-time
Posted on:
Location: Massachusetts • 🇺🇸 United States
Visit company websiteJob 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)
