Staff Technical Account Manager II
$180,000–$195,000 year
Remote
Job Summary
Own the long-term technical health and strategy for top-ARR strategic accounts, serving as the senior technical partner to customer leadership on multi-year data and privacy initiatives. Conduct weekly technical check-ins, quarterly business reviews, and semi-annual roadmap alignment sessions to ensure customers remain unblocked and technically confident. Lead proactive architecture and health reviews across the customer's full Transcend footprint, evaluating integration patterns, data flows, and authentication to surface risks before they hit production. Drive complex, high-visibility escalations to resolution, taking accountability for multi-day, multi-team incidents that pull in Engineering, Sales, Product, and executive stakeholders. Engineer mutual success frameworks that translate customer objectives into concrete technical adoption roadmaps, driving feature adoption and surfacing expansion opportunities. Feed technical insight into renewal and expansion conversations to ensure Sales has a clear-eyed view of technical risk and opportunity. Mentor peer TAMs and Support Engineers on complex investigations and technical storytelling.
Required Qualifications
- 8+ years of progressively advanced experience in a highly technical, customer-facing, post-sales role at a SaaS company
- Experience supporting customers' data infrastructure, AI/ML pipelines, data platforms, or data governance
- Bachelor's degree in Information Systems, Data Science, Computer Science, or equivalent experience
- Ability to work East Coast or Central US hours from 9:00 am - 5:00 pm, Monday through Friday
- Ability to travel up to 15%
- Has owned the technical relationship of strategic customer accounts (Fortune 500 preferred)
- Comfortable operating in front of customer-side data engineering and governance teams, AI/ML leaders, architects, and C-level stakeholders (e.g., CIO, CTO)
- Knows how to connect technical work to business value, ROI, and account expansion
- Can directly influence renewal and expansion outcomes through technical advisory
- Strong familiarity in at least 4 of the 5 technical areas
- Command of HTML/CSS and hands-on experience reading and debugging client-side JavaScript
- Ability to diagnose client-side site behaviors and hold your own in technical conversations
- Fluency in backend development, including reading and debugging server-side JavaScript
- Experience working with data stores, queuing systems, CRON jobs, and authentication patterns
- Understanding of networking fundamentals and how they affect application behavior, connectivity, and troubleshooting
- Familiarity with cloud infrastructure and tooling (AWS, GCP, Azure, Terraform, etc.)
- Fluency with architectural considerations
- Technical fluency with APIs (design patterns, integration, and debugging)
- Ability to provide guidance on improvements
- Strives for proactive solutions, particularly regarding identifying risks before they surface
- Closing the loop on long-running escalations without letting threads drop
- Proven ability to communicate with exceptional clarity and precision across very different audiences
- Translating deeply technical investigations into concise executive summaries
- Framing technical risks in terms of revenue impact
- Going head-down with a customer's engineering team on architecture specifics
- Comfortable with navigating ambiguous or deeply technical problem spaces
- Using a combination of experimentation, pattern recognition, and systems thinking to move investigations forward
- Take ownership of your work
- Know when to write it up versus when to get on a call
- Keep things moving across time zones without dropping context
Desired Qualifications
- Familiarity with ticketing and project systems like Linear, Asana, or Jira
- Familiarity with the data governance and regulatory landscape (GDPR, CPRA, EU AI Act, sector-specific frameworks like HIPAA)
- Experience with log monitoring tools like Datadog
- Experience using Datadog to investigate issues across services
- Bonus points for TypeScript
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