Manager, Technical Account Team

WHY WE'RE LOOKING FOR YOU: 

Our business is on a fast trajectory, with a growing portfolio of enterprise customers. We seek a seasoned leader to steer and expand our Technical Account Manager (TAM) team. TAMs forge strong connections with our major customers, ensuring they maximize the potential of our developer tools. The ideal candidate will have a strategic outlook on customer assistance, with an emphasis on enabling our TAMs to deliver exceptional results. If you have a penchant for technical challenges, mentoring teams, and collaborating with clients, this role is tailored for you.

TECHNICAL ACCOUNT MANAGEMENT AT RETOOL:

Our TAMs are tasked with nurturing, expanding, and sustaining our customer base. While being technically astute and customer-focused, they approach challenges with a solution-oriented perspective. They work alongside clients, helping them integrate our developer tools, recognize novel use-cases, and enhance our offerings. With varying tasks ranging from orchestrating customer training to troubleshooting key tools, our TAMs combine technical proficiency with an unwavering curiosity. As the leader of the TAM team, you'll mold this high-performing function.

WHO YOU'LL WORK WITH: 

As the TAM Team Manager, you will collaborate directly with customers to ensure their technical needs and challenges are addressed. Alongside this, you'll network cross-functionally with Sales Managers, Sales Engineering Managers, Product Managers, and Engineering Managers, among others.

WHAT YOU'LL DO: 

• Oversee and develop the TAM team, establishing explicit performance standards and pertinent metrics.
• Build out playbooks and methodologies to establish long term relationships in our key accounts, drive adoption, and mitigate risk.
• Build out a staffing strategy and capacity model to ensure that we have optimal coverage.
• Continuously refine our method of client integration and playbooks, aligning them with the business's growth strategy.
• Define an effective post sales handoff to ensure that customers are set up for long term success.
• Coach and mentor a team of high performing individuals and work to establish career plans and opportunities for continuous learning. 
• Echo the needs and feedback of customers to our product and engineering heads, molding our product strategy and trajectory.
• Be an escalation point and executive sponsor for customers that are at risk or have potential to expand.
• Interview and hire the TAM team and other cross-functional roles.

THE SKILLSET YOU'LL BRING: 

• 5+ years of experience in a customer-facing technical role
• 3+ years of experience managing a high-functioning customer-facing technical team
• Strong knowledge of SQL, Javascript, and APIs (REST, GraphQL, and gRPC)
• Familiarity with both front-end and back-end development concepts
• Strong written and verbal communication skills 
• Ability to take on open-ended problems in unstructured environments