percona - Manager, Technical Account Management (TAM) Team (Remote)

Remote - Americas1w ago

Requirements

• 5+ years of experience in Technical Account Management, Customer Success, Technical Services, Support Management, or a related customer-facing role within an enterprise technology organization. • 2+ years of experience managing or leading customer-facing teams, with a demonstrated ability to coach, develop, and motivate high-performing professionals. • Experience working with large enterprise customers, navigating complex organizational structures, and managing high-priority customer escalations. • Working knowledge of database technologies, including MySQL, MongoDB, PostgreSQL, or related database platforms, with an understanding of common database architectures and enterprise use cases. • Familiarity with open source technologies, business models, and communities, and an appreciation for the value of open source software. • Experience collaborating with go-to-market organizations, including Sales, Customer Success, and technical delivery teams, to support customer retention and growth. • Strong organizational and operational skills, with the ability to manage competing priorities, establish clear processes, and drive initiatives to completion. • Excellent interpersonal and communication skills, with a demonstrated ability to build trust, navigate challenging conversations, and work effectively with diverse stakeholders. • A proactive, solutions-oriented approach with a track record of identifying issues, taking ownership, and removing obstacles. • Ability to remain calm under pressure, exercise sound judgment, and effectively manage complex customer or internal situations. • Experience working with distributed, cross-functional teams in a remote environment. • Fluency in written and spoken English. • Ability to work independently with minimal direction and travel up to 10%. • Ability to pass required background checks. • WHAT WILL MAKE YOU STAND OUT • Previous experience leading a Technical Account Management or a similar technical customer-facing organization. • Experience in the database software industry, particularly with open source database technologies. • Familiarity with cloud infrastructure and DBaaS offerings, including AWS, Microsoft Azure, and Google Cloud. • Experience with enterprise support, professional services, or managed services delivery models. • Experience developing or scaling customer engagement programs, improving operational processes, or establishing team performance metrics. • Familiarity with Customer Success platforms and CRM tools such as Salesforce and Gainsight. • Experience working in a global, remote-first organization. • Project or program management experience.

Responsibilities

• Team Leadership & Development • Lead, coach, and develop a global team of Technical Account Managers, fostering a collaborative, accountable, and customer-focused culture. • Provide regular coaching, performance feedback, and career development opportunities to help team members grow professionally. • Manage team capacity, customer assignments, and workload distribution to ensure appropriate coverage and effective utilization of resources. • Serve as an accessible, trusted leader who proactively identifies challenges, removes blockers, and advocates for the team's success. • Promote knowledge sharing, collaboration, and continuous improvement across the TAM organization. • Customer Success & Operational Excellence • Oversee the delivery of Technical Account Management services to Percona's strategic and enterprise customers, ensuring a consistently high standard of service. • Establish and maintain clear processes, expectations, and best practices for customer engagement, technical account planning, escalations, and internal coordination. • Proactively identify customer risks, service delivery challenges, and opportunities to improve the customer experience. • Serve as a leadership escalation point for complex customer situations, coordinating with internal stakeholders to drive timely resolution and clear communication. • Ensure TAMs are effectively partnering with Customer Success Managers and account teams to support customer retention, satisfaction, and growth. • Monitor team performance, customer engagement, and service delivery metrics to identify trends, address gaps, and drive improvements. • Cross-Functional Collaboration & Business Alignment • Build strong working relationships with Customer Success, Sales, Support, Consulting, Engineering, and Product teams to ensure alignment around customer priorities. • Partner with go-to-market teams to support strategic account planning, customer retention, renewals, and expansion opportunities. • Work with technical delivery leadership to coordinate resources, resolve operational challenges, and improve the customer experience. • Represent the voice of the customer and the TAM team in internal discussions, helping influence service improvements, processes, and business priorities. • Contribute to the ongoing development and evolution of Percona's Technical Account Management program, including its service offerings, engagement model, and operational processes.