Technical Account Manager

Role overview Own the technical relationship and long-term platform success for complex enterprise customers. This senior advisory role combines technical architecture, customer success planning, adoption, and executive communication across ongoing engagements. You will coordinate delivery across customer-facing teams and adapt engagement depth and cadence to the contracted service level.

Responsibilities - Maintain success plans tied to customer objectives, with clear milestones, dependencies, risks, and outcomes. - Advise on enterprise observability architecture, platform health, deployment, upgrades, and modernization. - Increase adoption by identifying use cases, recommending enablement, and guiding customers toward effective practices. - Review usage and consumption, then recommend steps to improve value and business outcomes. - Lead recurring account meetings and executive reviews, communicating progress, priorities, risks, and recovery plans. - Coordinate across support, sales, customer success, services, and product teams; manage case reviews and escalations, and advocate for customer needs.

Requirements - Deep hands-on experience with the platform and enterprise observability architectures. - Experience supporting large, complex enterprise customers and managing structured customer success or support engagements. - Strong knowledge of modern application stacks, cloud providers such as AWS, Azure, or GCP, and cloud-native technologies such as Kubernetes or OpenShift. - Ability to communicate complex technical topics and program status clearly to executives. - Skill in influencing cross-functional teams without direct authority and managing risks, escalations, and recovery plans. - Experience coordinating support cases and assisting with production changes, upgrades, or maintenance windows.

Nice to have - Experience integrating observability platforms with IT service management and configuration management tools, such as ServiceNow or Jira Service Management. - Familiarity with enterprise change management practices and high-stakes production cutovers.