C
Team Lead, Technical Account Management
On-siteFull-timeCustomer SuccessEnterprise SoftwareData Infrastructure
Lead a team of technical account managers supporting customer onboarding, observability integrations, adoption, and long-term success for a SaaS platform.
Responsibilities
- Lead, mentor, and manage a team of technical account managers
- Oversee customer onboarding and technical adoption for logs, metrics, traces, and related observability capabilities
- Guide integrations with customer cloud infrastructures and provide technical expertise on observability solutions
- Act as the escalation point for customer technical challenges
- Develop and track onboarding and customer satisfaction KPIs
- Use customer feedback and usage data to improve onboarding, team performance, and observability outcomes
- Collaborate with internal stakeholders on product improvements based on customer insights
Requirements
- Experience leading technical teams responsible for observability solutions, logging infrastructure, or customer onboarding
- Hands-on Cloud DevOps experience with AWS and equivalent Azure or GCP services
- Experience with observability tools such as Grafana, Datadog, Prometheus, Splunk, Dynatrace, or similar platforms
- Working knowledge of RegEx, Lucene, and PromQL
- Strong analytical skills for interpreting customer data and usage trends
- Excellent English communication and presentation skills, including executive stakeholder engagement
Nice to have
- AWS, Kubernetes, or observability certification
- Experience in a data-driven or SaaS environment
- MBA or comparable leadership experience