Sr Manager, Techincal Account Management

About the Team & Role

As a Senior Manager for TAM, you will lead a team of Technical Account Managers focused on Site Reliability Engineering (SRE)-aligned customer outcomes. This role is responsible for ensuring customers achieve high levels of availability, performance, resilience, and operational maturity in their production environments.

You will lead a team that acts as a strategic partner to customers, helping them adopt SRE principles, improve reliability posture, and operate mission-critical systems at scale.
 

How you’ll make an impact

Leadership & Team Management

• Lead and develop a team of Technical Account Managers with strong SRE and production operations expertise

• Establish a high-performance culture focused on reliability, accountability, and continuous improvement

• Define competency frameworks around SRE practices (SLIs/SLOs, error budgets, incident management)- ALL ESTABLISHED

• Coach team members on technical depth, customer engagement, and incident leadership

Customer Reliability & Operational Excellence

• Own customer outcomes related to availability, latency, scalability, and resilience

• Guide customers in implementing SRE best practices such as:

  • Service Level Indicators (SLIs) and Objectives (SLOs)

  • Error budgets and reliability trade-offs

  • Incident management and postmortem culture

• Conduct regular operational reviews, architecture reviews, and reliability assessments

Act as an executive escalation point during major incidents (Sev1/Sev2)
 

Incident & Crisis Leadership

• Oversee TAM involvement in major incident response, ensuring structured communication and resolution

• Ensure customers adopt best practices in:

  • Incident command frameworks

  • Blameless postmortems

  • Root cause analysis and remediation tracking

• Drive improvements in MTTR (Mean Time to Resolution) and incident prevention 
   

Technical Strategy & Advisory

• Partner with customers to design resilient, scalable architectures

• Provide guidance on observability (metrics, logs, tracing), alerting strategies, and automation

• Align customer environments with SRE maturity models

• Collaborate with Product and Engineering to address systemic reliability issues
   

Operational Scaling & Process Excellence

• Define and standardize TAM engagement models for production-critical customers

• Build playbooks for:

  • Incident response

  • Reliability reviews

  • Capacity planning and load testing

• Track and report on key reliability and operational metrics:

  • Uptime / availability

  • Error rates

  • MTTR / MTBF

  • Change failure rate
     

Cross-functional Collaboration

• Partner closely with SRE, Support, Engineering, and Product teams to resolve complex issues

• Work with Sales and Customer Success to support renewals and growth through technical credibility and trust

• Act as the voice of the customer in reliability and operational discussions
   

Experience you’ll bring

Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience), ITIL V4 certified

10+ years in technical roles (SRE, DevOps, Production Engineering, TAM, or similar)

3–5+ years of experience managing high-performing technical teams

Deep expertise in:

• Distributed systems and cloud architectures

• Incident management and production operations

• Observability and monitoring tools 

Proven experience working with enterprise customers running mission-critical systems

Preferred Qualifications

• Hands-on experience in Site Reliability Engineering (SRE