Manager, Technical Account Management – TAM

Job not on LinkedIn

🔥 1 minute ago

🌏 Anywhere in the World

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Percona

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2006

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Percona is an open source database software, support, and services company that helps enhance the performance and reliability of databases and applications. The company provides a variety of tools and services tailored for MySQL, MongoDB, and PostgreSQL databases, offering managed services, consulting, and training to support enterprises in managing their complex database environments. Percona is recognized for its commitment to open source solutions, ensuring that clients maintain control and secure access to their data without being locked into commercial licenses. Their solutions focus on scalability, proactive performance tuning, high availability, and security, serving thousands of customers with varied database needs. With a strong emphasis on community engagement and continuous innovation, Percona is dedicated to driving success and efficiency in database management.

📋 Description

• Lead, coach, and develop a global team of Technical Account Managers • Foster a collaborative, accountable, and customer-focused culture • Provide coaching, performance feedback, and career development opportunities • Manage team capacity, customer assignments, and workload distribution • Identify challenges, remove blockers, and advocate for the team • Promote knowledge sharing, collaboration, and continuous improvement • Oversee Technical Account Management services for strategic and enterprise customers • Establish processes, expectations, and best practices for customer engagement, technical account planning, escalations, and internal coordination • Identify customer risks, service delivery challenges, and opportunities to improve customer experience • Serve as a leadership escalation point for complex customer situations • Coordinate with internal stakeholders to drive timely resolution and clear communication • Partner with Customer Success Managers and account teams to support retention, satisfaction, and growth • Monitor team performance, customer engagement, and service delivery metrics • Build relationships with Customer Success, Sales, Support, Consulting, Engineering, and Product teams • Support strategic account planning, customer retention, renewals, and expansion opportunities • Coordinate technical delivery resources and resolve operational challenges • Represent the customer and TAM team in internal discussions • Contribute to the evolution of Percona’s Technical Account Management program, service offerings, engagement model, and operational processes

🎯 Requirements

• 5+ years of experience in Technical Account Management, Customer Success, Technical Services, Support Management, or a related customer-facing role within an enterprise technology organization • 2+ years of experience managing or leading customer-facing teams • Experience working with large enterprise customers and managing high-priority customer escalations • Working knowledge of database technologies, including MySQL, MongoDB, PostgreSQL, or related database platforms • Understanding of common database architectures and enterprise use cases • Familiarity with open source technologies, business models, and communities • Experience collaborating with Sales, Customer Success, and technical delivery teams • Strong organizational and operational skills • Excellent interpersonal and communication skills • Proactive, solutions-oriented approach with a track record of identifying issues, taking ownership, and removing obstacles • Ability to remain calm under pressure, exercise sound judgment, and manage complex customer or internal situations • Experience working with distributed, cross-functional teams in a remote environment • Fluency in written and spoken English • Ability to work independently with minimal direction • Ability to travel up to 10% • Ability to pass required background checks • Previous experience leading a Technical Account Management or similar technical customer-facing organization • Experience in the database software industry, particularly open source database technologies • Familiarity with cloud infrastructure and DBaaS offerings, including AWS, Microsoft Azure, and Google Cloud • Experience with enterprise support, professional services, or managed services delivery models • Experience developing or scaling customer engagement programs, improving operational processes, or establishing team performance metrics • Familiarity with Customer Success platforms and CRM tools such as Salesforce and Gainsight • Experience working in a global, remote-first organization • Project or program management experience

🏖️ Benefits

• Flexible work hours • Various paid time off programs • All equipment for your remote office • Funds for career development, including external training, certifications, and conferences • Ongoing connectivity allowances • Opportunity to participate in the equity incentive plan • The Percona Adventure Team • Work-from-Anywhere • FlowDays • FryDays • Overall flexibility supporting work/life balance • PAVE volunteering program • Women Transforming Technology