Technical Account Manager
HybridLondon, England, United Kingdom
Job Summary
Own the post-sales technical relationship for a portfolio of up to three strategic enterprise accounts, serving as the named technical owner and escalation path for P1/P2 incidents. Lead post-incident pattern ownership, drive post-mortems, and commit to responding within four business hours to routed escalations. Drive proactive technical strategy, including architectural reviews, risk mapping, cost optimization, and pre-launch readiness assessments. Scope and orchestrate Forward Deployed Engineering and Professional Services engagements, ensuring outcomes integrate into the customer's roadmap. Operate as the customer's voice inside Vercel, translating needs into signal for Product, Engineering, and Support while holding internal teams accountable to commitments. Carry primary accountability for annual TAM engagement renewal, measured against a 90%+ renewal rate and 4.5/5+ CSAT.
Required Qualifications
- 5+ years in customer-facing technical roles at a platform, infrastructure, or developer tools company
- Technical Account Management, Solutions Architecture, Developer Success Engineering, Customer Support Engineering, Field Engineering, or hands-on technical consulting experience
- Experience personally owned customer relationships at the $1M+ ACV tier
- Experience running QBRs
- Experience leading roadmap workshops
- Experience navigating procurement and legal
- Experience surviving renewal cycles
- Deep production experience with Next.js and the Vercel platform
- Experience architecting, debugging, and optimizing production systems built on Vercel
- Fluency in App Router internals
- Knowledge of ISR and caching strategies
- Knowledge of Fluid Compute
- Knowledge of the AI SDK
- Knowledge of cost-optimization patterns that distinguish a healthy Vercel deployment from a runaway one
- Demonstrated track record of getting things done across organizations without formal authority
- Specific examples of driving a complex technical outcome that required coordination across Engineering, Product, and Support orgs
- Comfortability holding senior internal stakeholders accountable to commitments they have made to customers
- Strong written communication skills, particularly for executive and incident contexts
- Ability to write clear incident summaries, executive readouts, and post-mortems
- Ability to compress a complex technical situation into a one-page summary a CTO will read and act on
- Comfortability as a peer to senior technical leadership
- Ability to sit in a room with a Fortune 500 CTO
- Ability to push back on a flawed technical decision with confidence and respect
- Ability to make the case for an unpopular recommendation when it is right for the customer
- Willingness to travel approximately 4-8 times per year to customer offices
- Ability to take over a customer relationship from a colleague
- Ability to absorb context quickly
- Ability to build trust with a customer who didn't choose you
- Ability to continue a relationship someone else started without making it feel like a step backward for the customer
- Location within the EMEA region
- Based within a pre-determined commuting distance of one of our offices (London, or Berlin)
- Availability for in-office anchor days on Monday, Tuesday, and Friday
Desired Qualifications
- Prior experience as a Technical Account Manager at a hyperscaler, infrastructure platform, or developer-tools company (AWS, Cloudflare, MongoDB, Snowflake, Datadog, GitHub, etc.)
- Hands-on experience with AI agent development, particularly using the Vercel AI SDK, MCP servers, or similar frameworks
- Led FinOps or cloud cost-optimization engagements at scale
- Run an annual technical roadmap workshop or 'Well-Architected Review'-style engagement with an enterprise customer
- Experience transitioning from a delivery or support role into a customer-owning role
- Ability to articulate what changed in how they operated when transitioning from a delivery or support role
- Direct experience as a Solutions Architect or Customer Success role at a developer platform or infrastructure company
- Experience with a similar split between pre-sales SA and post-sales technical ownership
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