We are seeking an experienced and passionate Global Head of Technical Account Management (TAM) to lead our worldwide TAM function across the US, EU, Middle East, and APAC regions. This leader will manage 68 regional TAM managers and their teams, ensuring a consistently excellent technical and customer experience. This is a highly strategic and hands-on leadership role that blends deep technical expertise, exceptional customer-facing skills, and inspirational people leadership.
As the owner of global TAM operations, you will define the vision, operational structure, and execution strategy to ensure world-class onboarding, enablement, and long-term technical success for our customers.
Key Responsibilities:
Global Leadership & Strategy:
Lead, scale, and coach a global team of TAM managers and their respective regional teams.
Establish a unified global TAM methodology, aligned with business goals, technical excellence, and regional nuances.
Define strategic goals, KPIs, and operational metrics for TAM success across all regions.
Partner closely with R&D, Customer Success, Product, Sales, and Support to drive holistic customer outcomes.
Hands-On Technical Expertise:
Maintain hands-on fluency in observability tooling, logging infrastructure, and cloud environments.
Act as a senior technical escalation point for complex deployments or architectural challenges.
Provide in-depth technical guidance on customer environments, use cases, and integration scenarios.
Customer Excellence & Relationship Building:
Serve as a senior executive presence in critical customer engagements and escalations.
Partner with top-tier customers to ensure technical adoption, value realisation, and long-term retention.
Champion a customer-obsessed culture focused on outcomes, not just deliverables.
Data-Driven Management:
Use customer usage and performance data to inform strategy, refine processes, and identify risk/opportunity areas.
Lead TAM org reviews based on insights, trends, and team performance analytics.
Collaborate on the development of tools and dashboards to ensure visibility and impact tracking.
Requirements: Technical Experience:
10+ years of technical experience in Cloud DevOps, SaaS, or observability, with 5+ years in leadership roles.
Strong hands-on experience with AWS, GCP, Azure, K8S, Terraform and observability tools: Prometheus, Grafana, OpenTelemetry, ELK, Splunk, Datadog, and similar.
Proficiency with metrics, logs, traces and APM.
Leadership & Global Operations:
Proven success leading multi-regional or global technical teams with direct management of managers.
Demonstrated ability to build scalable processes, frameworks, and enablement playbooks.
Experience navigating cross-cultural teams and time zones effectively.
Customer & Executive Communication:
Outstanding communication skills with technical and executive audiences.
Strong customer-facing presence, including experience with enterprise stakeholders and C-level presentations.
History of driving customer success, renewals, and expansions through technical advocacy.
This position is open to all candidates.