Description:
Position Overview: As the Technical Account Manager (TAM) Team Lead, you will guide a team dedicated to delivering exceptional technical account management, particularly in onboarding new customers. Your leadership will ensure strong customer relationships, effective resolution of technical issues related to observability, and data-driven operational excellence. This role requires deep technical knowledge in logging, monitoring, and observability tools, along with robust leadership skills.
Key Responsibilities:
- Leadership & Team Development:
- Mentor and manage a team of TAMs, focusing on customer onboarding and long-term success.
- Develop and track KPIs related to the onboarding experience and customer satisfaction.
- Provide technical guidance and promote collaboration on observability tools and log analytics.
- Technical Expertise & Customer Engagement:
- Oversee the implementation of observability tools, assisting customers with Logs, Metrics, and Traces monitoring.
- Ensure your team delivers expert-level onboarding and ongoing support for observability solutions.
- Offer deep technical insights on cloud observability and integration into customer infrastructures.
- Customer Relationship Management:
- Serve as the primary escalation point for customer technical challenges.
- Work proactively with customers to enhance their logging and observability practices.
- Collaborate with internal stakeholders to deliver tailored technical solutions aligned with customer business goals.
- Data-Driven Leadership:
- Utilize customer feedback and usage data to refine onboarding processes and team performance.
- Analyze customer data patterns to improve observability outcomes and preempt potential issues.
- Collaborate with internal teams on product enhancements informed by customer data insights.
Key Requirements:
- Technical Expertise:
- Hands-on experience with Cloud DevOps, specifically AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch) and equivalents in Azure and GCP.
- Familiarity with observability tools such as Kibana, Grafana, Datadog, NewRelic, and others.
- Proficiency in RegEx, Lucene, and PromQL.
- Leadership & Onboarding:
- Proven experience leading technical teams focused on observability solutions and customer onboarding.
- Ability to define and monitor onboarding KPIs with a focus on technical adoption and customer satisfaction.
- Customer-Focused & Data-Driven Mindset:
- Strong analytical skills to interpret customer data and usage trends.
- Excellent communication skills for conveying complex technical information to diverse stakeholders.
- Strong presentation abilities to establish credibility with executives.