Technical Account Manager

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

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This company has sponsored H1B visas in the past.

👻 Ghost score 15%

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BigPanda

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $20M Series E on 2022-08

Artificial Intelligence • Enterprise • SaaS

BigPanda is a company that specializes in AI-powered IT operations and incident management. Their platform helps organizations improve operational efficiency and service reliability by automating incident management workflows and transforming IT data into actionable insights. BigPanda's solutions are designed to reduce alert noise, increase the speed and productivity of IT operations teams, and enhance service availability. Integrating with tools like ServiceNow, BigPanda offers a unified analytics dashboard to support data-driven collaboration and situational awareness. They are trusted by global enterprises to streamline IT operations and incident management, transforming manual processes through automation and advanced AI technologies.

📋 Description

• Own a book of named accounts across the tiering structure • Drive technical adoption across the BigPanda AIOps platform by identifying underutilized capabilities, building action plans, and guiding customers toward measurable improvements in incident management, correlation, and automation • Lead regular customer touchpoints, including working sessions, health checks, and executive QBRs • Ensure each account has a clear roadmap and visible path to value • Partner with Account Managers on renewal planning, surfacing risk signals 3–6 months in advance and positioning expansion opportunities tied to demonstrated platform value • Collaborate with field Sales Engineers on POV engagements, jointly running the technical track • Serve as the internal voice of the customer by routing feedback to Product, escalating support issues, and advocating across PS, Support, and Engineering • Build and maintain relationships with technical champions and power users • Work with customers to quantify and articulate platform value • Identify and qualify cross-sell and upsell opportunities, working alongside AMs and AEs • Maintain or improve gross retention and actively manage renewal risk at least 90 days in advance • Establish consistent account cadences, executive relationships, and documented roadmaps • Contribute to technical sales cycles and joint POV engagements • Act as the go-to technical resource for assigned accounts

🎯 Requirements

• 3+ years in a post-sales technical role — Solutions Engineer, Technical CSM, Implementation Engineer, or equivalent — with direct ownership of enterprise customer relationships • Ability to navigate both technical and business conversations within the same account • Hands-on experience with monitoring, observability, incident management, or ITSM tooling (e.g., ServiceNow, Splunk, PagerDuty, Datadog, or equivalent) • Working knowledge of RESTful APIs, scripting (Python, JavaScript, or similar), and integration patterns • Ability to guide customers through technical configurations and troubleshoot independently • Strong relationship management instincts • High emotional intelligence and ability to adapt communication style to the audience • Prior experience as a BigPanda customer, administrator, or implementation partner • Familiarity with value-selling frameworks such as MEDDPICC or Command of the Message • Experience in or supporting a NOC, SRE, or IT Operations environment • Exposure to AIOps, event correlation, or machine learning concepts in an enterprise context • Experience working alongside a quota-carrying sales team on expansion or upsell motions • Must be authorized to work in the United States; visa sponsorship is not available for this position

🏖️ Benefits

• Competitive equity • Remote-first environment • Unlimited PTO • Twelve (12) paid holidays throughout the year • Comprehensive health benefits • #PandaParent support: financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents • Financial planning services • Employee learning & development budget • Values-based recognition (quarterly and annually) • Social community & ERG programs • Dog friendly office • Lunches provided in office • Flexible work environment • Work-from-home stipend to support remote work arrangements • Values-based culture • Competitive cash compensation • Supportive, collaborative, and innovative environment • Career development opportunities

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