Head of Technical Account Management - AMER

About the role

The Head of Technical Account Management will lead the Technical Account Management team in driving the premium post-sales experience for Sonar customers globally. This role requires a customer-centric mindset, excellent leadership skills, and a proven track record in managing technical account management teams.

Responsibilities

• Design, implement, and iterate on a comprehensive post-sale technical account management strategy tailored to different customer segments, customer personas, and product offerings.
• Create key milestones, success materials, and optimize processes to help customers realize the value in their purchase of Sonar as quickly as possible.
• Recruit and lead a high-performing team of Technical Account Managers.
• Provide coaching and support to ensure the team delivers an exceptional experience to our customers.
• Arcitect and design playbooks to standard repeatable processes including health checks, business reviews, success planning, and customer training.
• Develop and implement strategic plans to enhance customer satisfaction, retention, and account growth.
• Drive the adoption and successful implementation of SonarSource products within customer environments.
• Establish clear retention goals and processes for account management to ensure alignment with business objectives.
• Represent the customer's voice by collaborating closely with product, sales, marketing, and customer support teams to ensure alignment on onboarding processes, product enhancements, and customer feedback loops.
• Leverage data to drive initiatives to enhance the post-sale experience, streamline processes, and increase customer satisfaction and retention.
• Build strong relationships with key customers, understand their needs, and advocate for their success within the company.
• Act as a trusted advisor and strategic partner during the adoption and consumption process.
• Act as the technical escalation path for Customers.
• Challenge the status quo in the team processes and activities to automate, increase working efficiency and ultimately improve overall delivery quality to our customers.

Requirements

• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Excellent leadership and people management skills with experience in building and motivating high-performing teams.
• Strong understanding of developer tools, software development lifecycle, and technical concepts.
• Proven track record of success in leading technical account management teams in a B2B SaaS or developer tools company.
• Strategic thinker with the ability to develop and execute success plans to drive customer adoption, retention, and growth.
• Analytical mindset with the ability to leverage data to drive insights and decision-making.
• Exceptional communication and interpersonal skills with the ability to influence and collaborate cross-functionally.
• Understanding of the changing SDLC landscape change with the advent of GenAI and agentic development.

Qualifications

• Bachelor’s degree in Computer Science, Business, or related field; MBA or equivalent experience preferred.

Skills

• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Excellent leadership and people management skills with experience in building and motivating high-performing teams.
• Strong understanding of developer tools, software development lifecycle, and technical concepts.
• Proven track record of success in leading technical account management teams in a B2B SaaS or developer tools company.
• Strategic thinker with the ability to develop and execute success plans to drive customer adoption, retention, and growth.
• Analytical mindset with the ability to leverage data to drive insights and decision-making.
• Exceptional communication and interpersonal skills with the ability to influence and collaborate cross-functionally.
• Understanding of the changing SDLC landscape change with the advent of GenAI and agentic development.

Benefits

• In-office culture with three anchor days — Mondays, Tuesdays, and Thursdays — creating a collaborative environment.
• Support for relocation for the right candidate.
• Commitment to diversity, equity, and inclusion.

Pay

• Competitive compensation package.

Schedule

• Full-time position.