Technical Account Manager

• Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem.
• Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders.
• Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments.
• Maintain knowledge of cloud infrastructure best practices and recent technologies through the regular attainment and maintenance of important cloud technology certifications and coursework.
• Manage and maintain DigitalOcean’s key accounts.
• Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads.
• Conduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth.
• Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments.
• Collaborate with internal teams, such as Engineering, Marketing, and Account Managers, to align customer needs with DigitalOcean’s strategic goals.
• Proactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoption.
• Act as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processes.
• Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences.
• Deliver compelling presentations to articulate the benefits and functionality of DigitalOcean’s offerings to customers.
• Develop tools and scripts to streamline DigitalOcean’s technical engagements, improving the efficiency of the Technical Account Management functions.

Senior Technical Account Manager

• Supports assigned customer accounts with coordination and communication
• Develops knowledge of IGT product platforms and customer environments
• Assists with incident coordination and escalation management
• Serve as a technical liaison for assigned accounts
• Build relationships with customer technical contacts
• Maintain working knowledge of environments and systems
• Participate in customer reviews and meetings
• Support issue resolution coordination
• Track incidents and communicate updates

Technical Account Manager III

• Acts as technical owner for assigned accounts
• Manages complex environments
• Serves as escalation point
• Leads coordination across teams
• Provides guidance to TAM 3
• Serve as primary technical liaison
• Maintain deep understanding of environments
• Own coordination and communication
• Lead technical reviews
• Identify risks and trends
• Support upgrades and deployments
• Recommend optimization improvements
• Own incident communication
• Coordinate issue resolution
• Ensure follow-up and closure
• Drive root cause awareness

Technical Account Manager IV

• Serve as the primary technical point of contact for assigned agencies
• Diagnose and resolve complex technical issues across Axon's software and integrated solutions
• Lead technical troubleshooting efforts and coordinate root-cause analysis across Product, Engineering, Support, and Services teams
• Manage escalations and ensure timely resolution of customer-impacting issues
• Maintain strong understanding of Axon's hardware, software, cloud, and integrated technology ecosystem
• Partner with deployment teams to design, configure, test, and implement Axon solutions
• Support successful onboarding and transition to steady-state operations
• Help customers adopt new capabilities and incorporate technology into existing workflows
• Identify barriers to adoption and recommend best practices to improve utilization
• Support customers through operational and technology changes associated with new deployments
• Build trusted relationships with technical and operational stakeholders within assigned agencies
• Serve as an advocate for customer needs and priorities within Axon
• Conduct regular customer reviews focused on technical health, adoption, and operational success
• Provide guidance on product capabilities, integrations, and recommended usage patterns
• Help customers understand how technology supports their operational objectives
• Develop an understanding of customer workflows and operational environments
• Identify opportunities to improve efficiency, product utilization, and operational effectiveness
• Support customer adoption of AI-powered capabilities across the Axon ecosystem
• Capture recurring workflow challenges and customer feedback to improve future deployments and customer experiences
• Contribute insights that help Product and Engineering teams better understand customer needs
• Utilize tools such as Power BI, SQL, dashboards, and reporting platforms to support customer insights and operational decision-making
• Assist customers with data integrations, reporting requirements, and workflow visibility
• Monitor customer health indicators, adoption metrics, and technical performance trends
• Use data to identify opportunities for improvement and proactive customer engagement
• Deliver advanced product training and technical education to customer stakeholders
• Develop and maintain customer-facing documentation and best practices
• Help agencies build confidence in using Axon's solutions effectively
• Support knowledge transfer and operational readiness during deployments and upgrades
• Work onsite with customers as needed to support deployments, training, troubleshooting, and operational success
• Maintain strong awareness of customer environments and evolving needs
• Support critical incidents and high-priority customer situations when required

Software Technical Account Manager II

• OWN THE TECHNICAL SUCCESS OF TOP TIER CUSTOMERS
• Act as the dedicated technical point of contact for a portfolio of strategic top tier customers.
• Lead the technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations.
• Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders.
• DRIVE PLATFORM HEALTH, SCALABILITY, AND PERFORMANCE
• Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability.
• Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes.
• Guide customers on automation and workflow best practices when they impact platform performance, reliability, or scalability.
• MANAGE ESCALATIONS AND OPERATIONAL EXCELLENCE
• Oversee technical support intake, issue management, critical incidents, and high-severity support cases.
• Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams.
• Keep customers informed with timely communication, clear resolution plans, and proactive risk management.
• TURN CUSTOMER INSIGHTS INTO CONTINUOUS IMPROVEMENT
• Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans.
• Triage technical product issues, bugs, and feature requests, ensuring feedback is accurately captured internally, and tracking through to completion with product & engineering.
• Share structured customer insights with Product and Engineering to improve platform outcomes at scale.
• Identify and address technical product gaps surfaced by enterprise customers, from triaging bugs and feature requests to contributing lightweight fixes, workflow improvements, or pull requests where appropriate, partnering with Product and Engineering to get high-impact improvements adopted.

• serve as the primary strategic and technical relationship owner for assigned Premier advisory firms
• develop deep understanding of each client's business model, operational structure, and strategic goals
• own ongoing client engagement across onboarding, training, adoption, and lifecycle activities
• provide consultative guidance on Orion platform capabilities across multiple functional areas
• anticipate client risks and opportunities by monitoring usage patterns and service trends
• lead periodic business reviews with clients to assess adoption and satisfaction
• manage client inquiries and service issues by coordinating cross-functional teams
• oversee execution of customized workflows aligned to client operating models
• maintain accurate client documentation including reference guides and service records
• serve as project lead for client initiatives, coordinating SMEs, Product, and Development teams
• act as escalation point for complex client situations requiring advanced judgment
• plan and lead onsite or virtual strategic sessions to strengthen executive relationships

• Lead interoperability initiatives and provide consulting, technical expertise, and account management services to healthcare organizations.
• Develop and maintain strong relationships with healthcare provider organizations and partners.
• Serve as the primary point of contact and trusted advisor for assigned healthcare organizations.
• Engage participants to promote adoption and meaningful use of HIE technologies.
• Lead discussions regarding interoperability strategy and workflow transformation.
• Facilitate meetings, workshops, and stakeholder sessions.
• Provide subject matter expertise on healthcare interoperability standards and HIE technologies.
• Conduct technical and workflow assessments and recommend integration strategies.
• Troubleshoot interoperability and data exchange challenges.
• Coordinate cross-functional teams for successful project delivery.

Senior HIE Technical Account Manager

• Manage the relationship with Small and Medium Enterprise customers
• Ensure customer satisfaction and handle inquiries
• Responsible for renewing and upselling client base quarterly
• Perform technical checkups and gather customer feedback
• Deliver customer insights to internal teams

Technical Account Manager, SME

• Manage and grow existing client relationships
• Drive revenue growth
• Ensure client satisfaction through upselling and cross-selling opportunities
• Develop and maintain strong relationships with key decision-makers and stakeholders
• Act as the primary point of contact for all account-related inquiries, concerns, and escalations
• Proactively engage with clients to understand their evolving needs and challenges
• Provide exceptional customer service and support
• Implement strategies to foster long-term client loyalty and minimize churn
• Identify upselling and cross-selling opportunities
• Establish a technology roadmap for all key strategic accounts
• Develop account plans and strategies to maximize business opportunities and achieve sales targets
• Conduct regular account reviews and monitor account performance
• Communicate the overall status of projects to clients and internal stakeholders
• Stay abreast of industry trends, cybersecurity threats, and best practices.

• Work with Workday's largest strategic accounts to build strong relationships while overseeing multiple accounts simultaneously
• Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
• Become an expert in Workday's Architecture and leverage it on all engagements as needed
• Demonstrate competency in Workday products: HCM, Payroll, Financials
• Review upcoming customer events and planned production activities to identify potential problems, then plan and execute solutions
• Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues
• Own and drive escalated issues blocking production success
• Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
• Carry out regular review of customer cases to identify trends
• Champion and advocate for customers with internal and external stakeholders
• Manage challenging situations in a fast paced environment
• Chair roundtables to ensure close communication and relationship building with key stakeholders
• Serve on and actively participate in customer steering committee meetings
• Drive customer self-sufficiency by ensuring their customers understand how to engage with the Workday Support organization and leverage tools
• Pilot new programs and drive continuous improvement initiatives for production customers
• Travel occasionally up to 25% of the time (adjust depending on region)
• Participate in our 24x7 program

• Ensure our customer’s success and adoption of Transmit Security’s solutions.
• Build knowledge of customer’s environments and use cases to become the customer’s champion at Transmit Security.
• Understand our customers' business and technical needs, use cases and priorities, and provide technical guidance on how best to leverage Transmit Solutions to achieve our customers’ desired outcomes.
• Champion the onboarding experience of new customers and driving time-to-value and ROI for customers by partnering with Product, Research & Development and Professional Services teams to deliver world class product integrations.
• Identify and drive resolution of technical roadblocks for customers, helping them realize the value of Transmit products.
• Develop a deep technical understanding of Transmit’s products, their features, functions and architect solutions to address customers business and security needs.
• Lead the post-sales team working with Product and Research & Development counterparts to shape Transmit products to meet our customers evolving needs.
• Help manage and shape customer technical response during incidents, and ensure internal action is being executed urgently.
• Present product roadmap and confirm alignment with the customer's business goals and priorities.
• Participate in Quarterly Business Reviews with the Customer to highlight progress, opportunities for expansion, address blockers and enhance our partnership.
• Act as a trusted technical adviser to the customer to strengthen customer relationships.
• Develop and lead in-person, remote and webinar Customer enablement sessions on Transmit Product features and use cases, best practices, and knowledge transfer.
• Work with Sales and Field Engineers to develop new opportunities and provide continual and consistent feedback on health and wellbeing of the account.
• Be accountable for the solution provided to the customer to ensure great service, customer satisfaction and success.

• Serve as the main technical point of contact for a dedicated book of RTB House business.
• Investigate and troubleshoot campaign performance issues including complex discrepancies, frequency analysis, publisher and host performance, tag drop offs and other important campaign issues.
• Monitor pacing and delivery to ensure campaigns are on track to deliver both budget and client goals.
• Work closely with clients to ensure that RTB House tracking codes are functioning across the websites and troubleshooting when necessary.
• Support knowledge sharing, training and developing best practices across the TAM team.

• Manage and serve as the primary point of contact for all post-sales technical and functional needs for AppOmni’s top enterprise customers through strong technical acumen, in-depth product knowledge, relationship-building, strategic planning, business value articulation, and execution.
• Be consultative and be viewed as a technical SME by exhibiting a complete understanding of customer technical goals and objectives. Develop a trusted advisor relationship with customer champions, sponsors, and technical teams to drive product adoption and ensure they are using AppOmni to achieve full business value.
• Ensure that a deployment and adoption plan is in place with each customer in order to facilitate the customer achieving their stated success criteria. Work closely with AppOmni’s Customer Success Manager (CSM) team to monitor and identify adoption and utilization trends, provide recommendations based on customers' needs, risks, and strategy.
• Introduce, demonstrate, and implement new products and features as they become available.
• Develop expertise in AppOmni’s API capabilities to help customers augment UI-based functionality with script-based approaches to unlock value.
• Work closely with the Product and Engineering teams to define and influence SaaS application support roadmap and augmentation beyond the AppOmni Developer Platform.
• Increase customer retention by assisting regular health check meetings for tactical items, and assisting with strategic business reviews for alignment of objectives and outcomes
• Help the customer document their technical success criteria and strategy and partner with the CSM and customer teams to ensure adherence to the strategy; work with the customer to update technical success criteria if/as customer priorities shift.
• Define and document the customer’s end-state AppOmni architecture and work with the customer to develop a roadmap and strategy for achieving the desired end-state architecture.
• Track accounts to identify customer risk and work actively to eliminate that risk; partner with the CSM by contributing to the renewal strategy and work closely with the AppOmni Renewals Manager to influence the successful execution of renewals.
• Be the technical voice of the customer to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers.
• Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs.
• Evangelize customer success stories with the AppOmni Marketing team.
• Above all, put customer’s needs first and demonstrate customer obsession.

• Lead technical innovation and process optimization for a large-scale dairy/nutrition manufacturing operation
• Own the commercialization of new products
• Drive plant performance improvements
• Serve as a key technical leader across Operations, Engineering, Quality, and R&D
• Partner with plant leadership to prioritize high-impact technical projects
• Execute plant trials, validation, and startup activities
• Ensure successful transfer of new products, processes, and equipment into operations
• Support co-manufacturing partners with technical expertise
• Drive continuous improvement initiatives and build a culture of accountability

Senior Manager, Food Process Engineer – Technical Services Manager

• Own the health and growth of a defined client portfolio.
• Run recurring client reviews (TBRs/QBRs) and maintain account plans.
• Coordinate internal execution and produce quotes and scopes that turn needs into action.
• Work closely with our CTO to keep clients aligned to standards, surface risk early, and drive remediation and lifecycle planning that protects the client and strengthens the relationship.

• Helping customers get the most out of our solution, respond to their requests with precision and clarity, and resolve issues that may impact the product's reliability and speed.
• Leading customer conversations as a technical expert and leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases. And, more importantly, proactively educating them on the daily usage of our solution.
• Managing customer projects to ensure the successful delivery of integrations, optimizations, and technical initiatives.
• Leading regular technical committees with clients to track progress on action items, identify potential risks, and ensure ongoing alignment with both internal (AM/ Engineering Dept) and external stakeholders.
• Responding to technical questions and resolve issues, keeping both the customer and internal teams informed on investigations, findings, and outcomes.
• Prioritizing, structuring, and communicating effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction.
• Proactively monitoring customer health from a technical perspective
• Participating in a scheduled on-call rotation on occasional weekends to support customer escalations, critical incidents, and business continuity needs.

• Serve as the dedicated technical point of contact for a named portfolio of enterprise accounts, alongside their assigned CSM
• Conduct regular technical health reviews — assessing integration health, API usage, configuration gaps, platform adoption blockers, and integration best practices that drive enterprise customer stability
• Lead technical customer workshops and escalation discussions as the technical lead for assigned accounts
• Proactively identify technical risks before they become escalations; build remediation plans and see them through
• Guide customers through complex platform configurations, custom reporting setups, and integration architecture for CreatorIQ's NextGen platform
• Translate customer business goals into technical requirements and platform configurations within CreatorIQ
• Own the technical success plan for each account — documenting integration specs, data flows, custom setups, and known risks
• Lead customers through complex technical transformations, platform changes, and operational scaling initiatives while ensuring continuity and customer confidence
• Coordinate technical work streams across Product Support, Engineering, Product, and Implementation to ensure enterprise issues are prioritized, communicated clearly, and driven through resolution
• Provide customers with structured technical updates, remediation plans, risk assessments, and realistic delivery expectations during escalations
• Maintain accurate documentation of each account's technical configuration, integration architecture, and open technical issues in Notion and Zendesk

• Act as the trusted technical advisor for assigned accounts, understanding their business goals and how our solutions support them.
• Provide proactive technical guidance and support throughout the customer lifecycle, from implementation to renewal.
• Collaborate with Sales, Product, Engineering, and Support teams to deliver a seamless customer experience.
• Own and manage technical escalations, ensuring timely resolution and customer satisfaction.
• Conduct regular account reviews and roadmap sessions to communicate product updates, gather feedback, and ensure alignment.
• Identify opportunities for upselling or expansion based on customer needs and usage patterns.
• Monitor and report on account health, usage metrics, and support trends.

• Be the technical expert on customer use cases, configuration and tech stack
• Deliver structured, outcome-focused engagements that drive platform usage and customer value
• Identify and guide expansion and optimization opportunities as customer needs evolve
• Conduct usage reviews and platform audits to maximize ROI/value
• Lead strategic conversations with Customer to align business objectives with platform execution
• Provide actionable recommendations based on data insights, technical design, and industry best practices
• Document the project, including requirements, actions, outcomes and ROI-related deliverables
• Partner with CSMs and Customers to build mutually agreed-upon success plans that drive high-value engagements
• Advocate internally for customer needs and serve as a voice to Product and Engineering teams
• Participate in strategic planning, roadmap discussions, and Executive Business Reviews
• Maintain detailed records of account activity and engagement history in CS tools
• Share field insights, scalable solutions, and best practices across the organization
• Contribute to improving delivery playbooks, engagement models, and consulting frameworks
• Help refine internal processes to ensure TAM activities are efficient, impactful, and measurable
• Occasional travel may be required for strategic customer engagements

• Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem.
• Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders.
• Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments.
• Manage and maintain DigitalOcean’s key accounts.
• Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads.
• Conduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth.
• Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments.
• Act as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processes.
• Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences.

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