Strategic Technical Account Manager

1 month ago

Toronto, Ontario, Canada Tetrate Full time
Location: Northern Virginia/Washington DC

Tetrate is seeking a dedicated Technical Account Manager (TAM) to support two significant strategic clients in Northern Virginia. We are looking for a driven mid-tenure to senior professional who excels in rapid execution and navigating ambiguity.

As a Technical Account Manager, you will oversee the ongoing technical relationship throughout the entire lifecycle of the clients in your portfolio, working closely with the Customer Success and broader account teams. This role will act as a trusted technical advisor, responsible for defining the technology strategy for clients who have adopted the Tetrate Service Bridge (TSB) solution and assisting them in realizing value from their engagement with the platform.

Your primary focus will be to enhance value, retention, and adoption of Tetrate's offerings throughout the customer lifecycle, serving as the technical liaison between Tetrate and your clients' platform and engineering teams. You will be tasked with understanding your clients' requirements and proactively advancing technical initiatives that enable them to meet their business objectives. When necessary, you will manage Tetrate's professional services team and advocate for the value derived from the professional services engagement within the clients' organizations.

You will manage two large strategic named accounts with complex enterprise structures and architectures, presenting unique geographical, scale, and complexity challenges.

This position offers an opportunity to leverage your experience as a product and implementation expert, business analyst, problem solver, and customer success professional, along with a high level of product and technical expertise, delivering impactful engagements that yield tangible results for some of Tetrate's most sophisticated clients.

You will be accountable for client success, collaborating with the Customer Success Team to manage the technical relationship for your assigned accounts and drive technical adoption, accelerated value realization, and ongoing technical maturity. Assist clients in effectively implementing Tetrate across their technology stack and refining that implementation over time as their use of Tetrate evolves and becomes increasingly beneficial.

Key Responsibilities
  1. Manage Tetrate's post-sales program for two strategic clients:
    1. Customize the post-sales program to align with client business objectives, including regular check-ins, quarterly business reviews, upgrade scheduling, and customer education initiatives.
    2. Collaborate with the Customer Engineering team to oversee professional service delivery.
    3. Assist the project manager in collecting, organizing, and evaluating client requests.
    4. Support field teams in identifying new use cases and upsell opportunities.
  2. Facilitate bi-directional communication with clients' working teams and executive stakeholders:
    1. Identify and drive strategic discussions among client users and decision-makers.
    2. Craft client-facing communications to represent Tetrate's perspective.
    3. Gather, synthesize, and act on client feedback.
    4. Coordinate account plans and strategies across top strategic accounts.
  3. Foster scalability and learning for Tetrate:
    1. Document and share client achievements, challenges, and lessons learned.
    2. Identify common client requests and enhance the quality and efficiency of Tetrate's responses with playbooks.
    3. Anticipate client needs based on a comprehensive understanding of their context, proactively mobilizing resources to mitigate issues.
  4. Enhance key account health metrics, including:
    1. Number of workloads under management.
    2. Satisfaction with product and service delivery.
    3. Net dollar retention.
Required Skills
  1. Proficiency in modern infrastructure and DevOps technologies, including but not limited to: container orchestration, networking, CI/CD tools, observability, and security.
    1. Preferred: Experience in infrastructure or network architecture advisory.
    2. Not required: Software engineering background.
  2. Proven track record of developing, monitoring, and facilitating the execution of complex plans with multiple workstreams and dependencies.
  3. Expertise in building client trust and influencing decision-makers through consultative approaches.
Qualifications
  1. Previous experience in technical customer success, solution engineering, or solution architecture.
  2. Engineering undergraduate degree or equivalent professional experience required.
  3. MBA or equivalent advanced degree is a plus.
  4. Consulting experience is a plus.

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