Senior Manager, Technical Account Management

Senior Manager, Technical Account Management

The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience.

As the Sr. Manager, Technical Account Management you will lead and empower a team of Technical Account Managers (TAMs) that serve as strategic technical advisors to our top-tier customers, ensuring they realize maximum value through the Outreach platform. As a key member of the support leadership team, you will define a strategy that enhances the TAM value proposition, increases awareness and accelerates adoption of the offering. You will also be responsible for ensuring your team delivers proactive technical engagements, cultivates deep customer relationships, and advocates on behalf of customers to enhance the customer experience and retain our top customers.

Location : We prefer that this individual be based near one of our main office sites (Seattle or Atlanta) and have a regular presence in the office.

Responsibilities :

• Own, refine, expand and drive the TAM strategy to grow adoption of the offering and deliver unparalleled customer value.
• Influence product roadmaps and accelerate resolution of key challenges by advocating for the technical needs of strategic customers.
• Influence customer retention of our largest enterprise customers through proactive technical engagement and value realization.
• Partner with the GTM Team to more deeply integrate with the account team (AEs, CMSs, PS), drive awareness and understanding of the offering, and accelerate sales and adoption with customers.
• Establish OKRs and KPIs for the team and execute rigorously against the strategy to meet objectives and deliver excellent customer value.
• Nurture a connected, motivated and performance driven TAM team that understands their mission and the importance of their work.
• Attract and retain a high-performance team by building a strong culture that fosters trust, collaboration, fun and achievement of long-term career goals.

Qualifications :

Salary : $115,000 - $190,000 a year

The annual base salary range for this role is $115,000 - $190,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.