Were hiring a TAM Team Leader to lead and mentor our global TAM team of customer ambassadors within BioCatchs technical groups-anchoring the teams authority, sharpening customer‑advocacy standards, and ensuring clear, measurable technical outcomes for strategic accounts.
This role blends people leadership with hands-on technical expertise.
Key Responsibilities:
Leadership & People Management:
Lead, mentor, and develop a team of Technical Account Managers, fostering a proactive, ownership, and customer advocacy culture.
Define and track team KPIs, ensuring consistent value and operational excellence delivery.
Drive team enablement, training, and career growth, while promoting knowledge sharing and best practices.
Proactive Service Oversight:
Provide high‑touch support services and ensure best‑practice support standards.
Review overall customer operational health, guiding TAMs on risk mitigation and optimization.
Upgrade & Release Management:
Oversee coordination of updates and enhancements across the TAM team.
Enable TAMs to support their customers during their own release cycles.
Create and manage a framework for the team to own and manage implementation, update, and maintenance projects for their customers.
Ensure customers are informed about fixes, patches, and new releases, including demonstrations and impact assessments.
Escalation & Incident Management:
Supervise escalations (incidents and Top Customer Issues), ensuring appropriate engagement of Engineering, Solutions, Operations, and Product teams.
Lead complex postmortems with TAMs, deliver root-cause analyses, and ensure continuous improvement in escalation handling.
Strategic Technical Success:
Partner with senior customers in periodic executive technical reviews (monthly/quarterly).
Collaborate with Product Management to align customer needs with roadmap presentations and early product release rollouts.
Represent the Voice of the Customer in leadership forums, influencing service strategy and product direction.
Requirements: 5+ years of experience in technical account management, customer success, or enterprise support roles, with at least 2 years in a leadership/mentorship capacity.
Proven track record in leading customer-facing technical teams within enterprise SaaS, security, or fintech environments.
Strong technical background with the ability to guide TAMs and engage directly with enterprise customers.
Experience managing escalations and postmortem processes. Coordinating cross-functional teams.
Excellent leadership, communication, and stakeholder management skills.
A proactive mindset with the ability to balance hands-on technical work and team leadership.
Broad technical fluency: APIs/SDKs; authentication (JWT/Basic/mTLS); SSO (SAML/OIDC); certificates/TLS; API payloads.
Operational‑health literacy: reads availability, latency, errors, and traffic trends and sets next steps.
Cross‑account delivery: prioritization, KPI reviews, and predictable execution across multiple customers.
Senior-stakeholder communication: clear with customer and internal leaders; leads the technical sections of reviews/QBRs.
Experience working in a global, cross‑time‑zone environment.
This position is open to all candidates.