Head of Technical Account Management

Role overview Set the direction for technical account management and customer outcomes across a global customer base using a cloud infrastructure management platform. You will build and lead the post-sale technical account team, help enterprise customers realize ongoing value in production, and represent their needs in internal planning and product decisions.

Responsibilities - Establish the global technical account management strategy, engagement approach, success measures, and operating practices. - Hire, develop, and scale a distributed team, including onboarding, enablement, and career development. - Guide enterprise customers through adoption, optimization, and production growth; help them achieve improvements in cost, performance, and operational efficiency. - Build trusted relationships with technical and operational stakeholders and serve as a senior escalation contact for key accounts. - Identify customer risks, adoption gaps, and opportunities; coordinate mitigation and optimization plans with internal leaders. - Partner with account management and support on customer health, issue resolution, retention, and expansion. - Bring customer evidence and feedback to Product and Engineering, and define and track measures such as adoption, realized value, health, and satisfaction. - Create playbooks, documentation, and processes that help the function scale internationally.

Requirements - Demonstrated experience leading or scaling technical account management or post-sale customer success teams in B2B software. - Strong working knowledge of Kubernetes and cloud-native or container platforms. - Experience supporting enterprise customers operating production-critical systems. - Track record of improving adoption, optimization, and long-term customer value. - Ability to explain complex technical capabilities in terms of clear customer outcomes. - Strong leadership, communication, and stakeholder management skills, with comfort in a fast-growing global setting.