Manager, Technical Account Management

About the role

The Manager of Technical Account Managers leads a team of TAMs while maintaining hands-on involvement with strategic customer accounts. This player-coach role combines people leadership, technical expertise, and strategic thinking to drive customer success and team excellence. The manager serves as both a technical and operational escalation point while developing their team's capabilities and ensuring consistent delivery of TAM services to customers and partners.

Responsibilities

• People Leadership & Development
• Lead, mentor, and develop a team of Technical Account Managers, fostering their technical growth and career progression
• Conduct performance reviews, provide regular feedback, and create individual development plans for team members
• Participate in hiring decisions for the team, partnering with senior leadership to build a strong technical bench
• Manage team capacity and workload distribution, ensuring optimal coverage across customer accounts and partner engagements
• Create a culture of technical excellence, knowledge sharing, and continuous improvement within the team
• Technical Leadership & Customer Engagement
• Maintain ownership of select strategic customer accounts, demonstrating technical leadership by example
• Serve as the primary technical and operational escalation point for team-managed accounts
• Support executive-level technical discussions with customer stakeholders, translating platform capabilities into business value
• Review and guide complex technical architectures and solutions proposed by team members
• Ensure delivery quality and technical standards across all team engagements
• Define regional TAM strategy and best practices in partnership with global leadership
• Team Operations & Execution
• Execute TAM initiatives for team-managed accounts within established global strategies
• Allocate partner support hours for team accounts to maximize revenue defense and customer success
• Identify trends and challenges within team accounts to share with leadership
• Share successful practices from team implementations with peers and leadership
• Support adoption of new platform capabilities within team-managed accounts
• Cross-functional Collaboration
• Partner with Customer Success leaders to ensure aligned outcomes for team accounts
• Work with Sales leadership to support strategic deals involving team members
• Collaborate with Product leaders to communicate technical needs from team accounts
• Cook up with Partner Experience team on partner engagement for team accounts
• Represent TAM organization in product roadmap planning for enterprise features
• Operational Excellence
• Monitor and improve team metrics including utilization rates, implementation success, and product adoption
• Ensure accurate tracking and reporting of TAM hours for team accounts
• Develop and maintain team documentation, playbooks, and knowledge repositories
• Ensure team adoption of established tools and processes
• AI Excellence
• Champion adoption of AI-powered workflows within the TAM team, including AI-assisted account health monitoring, automated technical documentation, and intelligent alert triaging
• Use Treasure AI Studio and agent tooling as primary daily productivity tools and set the expectation that team members do the same
• Identify opportunities to apply AI to reduce manual TAM work — implementation tracking, issue escalation prep, QBR generation — and build repeatable playbooks around those gains
• Guide customers on responsible deployment of AI and personalization capabilities within the Treasure Data platform

Job Requirements

• Bachelor's degree in Computer Science, Engineering, or related technical field, or equivalent practical experience
• 7+ years of experience in technical consulting, solutions architecture, or customer-facing technical roles
• 2+ years of experience mentoring technical professionals or demonstrating team leadership
• Strong technical expertise including: Data connectivity and ingestion architectures, Solution architecture and system design, Advanced SQL and data modeling, Marketing and advertising technology landscapes
• Proven ability to manage multiple priorities while maintaining hands-on technical involvement
• Experience with executive stakeholder management and strategic customer relationships
• Strong communication skills with ability to influence without direct authority
• Track record of developing and growing technical talent
• Demonstrated experience using AI tools to increase personal and team productivity, not just awareness of them
• Demonstrated experience with AI-driven customer success motions: predictive health scoring, AI-assisted QBR prep, agent-assisted technical troubleshooting

Preferred Qualifications

• Previous experience as a TAM at a CDP or data platform company
• Demonstrated success in player-coach roles balancing individual contribution with team leadership
• Experience with regional market dynamics (Americas or Europe depending on role)
• Track record of process improvement and operational excellence initiatives
• Experience managing technical escalations

Physical Requirements

Working out of the New York, NY office according to our “Global Hybrid Working Policy.”

Travel Requirements

20% travel average with the opportunity to travel more if desired.

Perks and Benefits (US)

• Comprehensive medical, dental, vision plans and Employee Assistance Program (EAP)
• Competitive compensation packages
• Company paid life insurance 3x salary
• Company paid short- and long-term disability coverage
• Retail planning (401K) with 4% company match
• Restricted Stock Units (RSU)
• Flexible Time Off (FTO)
• Up to 26 weeks paid parental leave including a post-partum night nurse
• Comprehensive support and access to care for everyone, everywhere through Carrot - our global reproductive health and family-building benefit.

About Treasure AI

Treasure AI moves marketing and data teams beyond legacy martech SaaS toward autonomous, ROI-driven AI agents that operate continuously, while keeping the human in the loop. With built-in governance, Treasure AI is powered by an always-up-to-date understanding of each customer for AI to act on.

The result is always-on marketing execution that compounds over time: smarter engagement, stronger retention, and measurable growth.

Treasure AI’s agentic experience platform is available across web, mobile, and desktop — bringing your customer intelligence to every workflow, wherever your team works.