Manager, Technical Account Manager - AMER

Who we are

We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?

Role Overview

We are seeking an experienced Manager, Technical Account Management (TAM) to lead and scale a high-performing team of enterprise TAMs in the United States. This leader will be responsible for driving technical adoption, production resiliency, best-practice implementation, and measurable customer health outcomes across a portfolio of strategic enterprise accounts.

The TAM organization serves as a proactive technical advisory function not reactive support. Your team will ensure Redis is architected, deployed, and operated according to enterprise-grade standards, deeply embedded within customers’ engineering ecosystems, and positioned for long-term expansion.

Success in this role will be measured by:

• Customer health score improvement

• Adoption depth and feature utilization

• Production resiliency and risk reduction

• Renewal and expansion readiness measured by Net Revenue Retention (NRR)

• Deep understandings of customers’ success criteria

• Meaningful proactive customer engagement

Key Responsibilities:

Build & Lead a High-Performance TAM Team

• Recruit, develop, and mentor a team of enterprise Technical Account Managers.

• Establish a high technical bar for architectural reasoning, distributed systems expertise, and operational excellence.

• Coach TAMs on deep technical engagement, risk prioritization, and production-readiness assessments.

• Serve as a senior escalation point for complex architectural and resiliency challenges.

• Foster a culture of proactive engagement and measurable customer outcomes.

• Lead/oversee collaborative cross-organizational projects and initiatives
  

Drive Technical Adoption & Best Practices

• Ensure customers fully adopt Redis capabilities aligned to their application and business needs.

• Standardize structured adoption frameworks across the TAM organization.

• Drive implementation of best practices across:

  • High availability and clustering

  • Scalability and performance optimization

  • Backup and disaster recovery strategies

  • Observability and monitoring

  • Security and operational governance

• Track adoption milestones and ensure Redis is strategically embedded within customer architectures.

Resiliency & Production Excellence

• Lead the development of architecture review and resiliency assessment programs.
  Ensure customers’ Redis deployments meet production-grade standards for Availability, Durability, Scalability & Fault tolerance.

• Identify and manage technical risks before they impact production systems.

• Drive remediation plans and follow-through for performance gaps or operational weaknesses.

• Partner with Engineering, Product Management and Support to prevent recurring production issues.

Developer Enablement & Workshops

• Oversee and standardize technical workshops and enablement sessions delivered by TAMs.

• Ensure customer developer and operations communities are proficient in Redis:

  • Data modeling best practices

  • Performance tuning techniques

  • Distributed system design patterns

  • Operational management of Redis clusters

• Promote hands-on architecture sessions, deep-dive technical reviews, and maturity assessments.

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