Job Req ID: 29247
Job Summary:
The Sr. Technical Account Manager (TAM) is responsible for post-sales ownership and success of assigned Small and Medium Business (SMB) customer accounts. Acting as the primary point of contact and escalation, the TAM partners closely with engineering, sales, and cross-functional teams to ensure timely resolution of issues and a seamless customer experience. This role requires a balance of strong technical acumen-particularly in server technologies-and exceptional customer engagement skills. The ideal candidate is a proactive problem solver, trusted advisor, and customer advocate who thrives in a fast-paced, high-impact environment.
Essential Duties and Responsibilities:
Includes the following essential duties and responsibilities (other duties may also be assigned):
• Serve as the primary escalation point and trusted advisor for assigned SMB customers
• Collaborate with engineering, sales, RMA, and production teams to drive issue resolution and customer success
• Lead customer onboarding, including introduction to service programs and ongoing operational reviews
• Proactively monitor account health to ensure timely case progress and prevent service gaps
• Manage multiple customer accounts simultaneously, ensuring high-quality engagement and follow-through
• Drive resolution of complex technical issues by coordinating with internal engineering teams
• Develop and maintain technical documentation to support training for service-desk and field engineers
• Coordinate and support onsite integration activities as needed
• Manage and prioritize customer escalations, ensuring clear communication and accountability
• Travel as needed (up to 10%)
Qualifications:
• Bachelor's degree (preferred) or equivalent experience in a technical field
• 8+ years of experience in customer-facing roles (Technical Account Management, Customer Success, or Support Engineering)
• Proven ability to manage multiple customer accounts while maintaining high levels of satisfaction and engagement
• Demonstrated success in driving issue resolution and influencing positive customer outcomes
• Strong interpersonal and communication skills, with the ability to engage both technical and non-technical stakeholders
• Solid understanding of x86-based server platforms and infrastructure
• Strong troubleshooting and problem-solving skills in complex technical environments
• Ability to work eectively under pressure and manage urgent, high-priority escalations
• Experience with Linux and virtualization technologies is a plus
• Detail-oriented, highly organized, and dependable
• Fluent in English (written and verbal)
• Ability to lift 40 lbs. and safely handle heavier equipment using a team lift ("buddy system")
Salary Range
$107766 - $122086
The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs. The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.
