Manager of Technical Account Managers, dbt Labs

• 4 to 8 years of technical leadership experience, ideally in a SaaS or Data Analytics environment
• Experience leading technical teams focused on the customer journey, such as technical account management, customer support engineering, or solutions architecture
• Proven track record in scaling and operationalizing technical customer success or technical account management
• Direct experience with recruitment, interviewing, and decision-making in the hiring process
• Excellent communication skills, both written and oral, with the ability to collaborate across multiple teams
• Enthusiasm for working directly with customers and building world-class post sales teams
• Strong problem-solving skills with a solution-oriented mindset

Desirable

• As a TAM Manager, you will be a key player in helping us to build out our new Technical Account Management organization and define the strategy and processes that drive this team
• Your primary responsibility is to lead a regional team of Technical Account Managers (TAMs) focused on ensuring our customers are maximizing the value they receive from dbt Cloud to drive customer retention and expansion
• In this role, you will work closely with the revenue and field engineering teams to execute a global strategy, develop processes that enhance customer adoption, and ensure seamless collaboration across teams, including Support, Product, Engineering, and Sales
• You will play a key role in managing customer escalations, driving continuous improvements, and cultivating a high-performance team culture
• Lead and manage a team of Technical Account Managers
• Collaborate with the Global Head of Technical Account Management to drive and execute a global strategy for TAM operations, ensuring a metrics-driven and solution-oriented approach
• Mentor, coach, and support career development for TAM team members
• Oversee the recruitment, onboarding, and training of new team members
• Foster effective communication and collaboration between cross-functional teams, including Support, Product/Engineering, Sales, and Account Management teams
• Ensure proactive and high-quality ticket and incident management, addressing critical customer escalations and managing stakeholder expectations
• Collect and analyze support metrics to identify areas for continuous improvement and inform strategic decision-making
• Maintain regular reporting on team performance, customer trends, and support issues
• Build and maintain strong relationships with customers, ensuring satisfaction through regular communication and implementation of corrective actions when necessary

• Interview with Talent Acquisition Partner
• Interview with Hiring Manager
• Team Interviews