Head of Technical Account Management - AMER

What You'll Do Daily:

Design, implement, and iterate on a comprehensive post-sale technical account management strategy tailored to different customer segments, customer personas, and product offerings. This includes defining key milestones, creating success materials, and optimizing processes to help customers realize the value in their purchase of Sonar as quickly as possible.

Recruit and lead a high-performing team of Technical Account Managers. Provide coaching and support to ensure the team delivers an exceptional experience to our customers.

Architect and design playbooks to standard repeatable processes including health checks, business reviews, success planning, and customer training.

Develop and implement strategic plans to enhance customer satisfaction, retention, and account growth.

Drive the adoption and successful implementation of SonarSource products within customer environments.

Establish clear retention goals and processes for account management to ensure alignment with business objectives.

Represent the customer's voice by collaborating closely with product, sales, marketing, and customer support teams to ensure alignment on onboarding processes, product enhancements, and customer feedback loops.

Leverage data to drive initiatives to enhance the post-sale experience, streamline processes, and increase customer satisfaction and retention.

Build strong relationships with key customers, understand their needs, and advocate for their success within the company. Act as a trusted advisor and strategic partner during the adoption and consumption process.

Act as the technical escalation path for Customers.

Challenge the status quo in the team processes and activities to automate, increase working efficiency and ultimately improve overall delivery quality to our customers

The Skills You Will Demonstrate:

Customer-centric mindset with a passion for delivering exceptional customer experiences.

Excellent leadership and people management skills with experience in building and motivating high-performing teams.

Strong understanding of developer tools, software development lifecycle, and technical concepts.

Proven track record of success in leading technical account management teams in a B2B SaaS or developer tools company.

Strategic thinker with the ability to develop and execute success plans to drive customer adoption, retention, and growth.

Analytical mindset with the ability to leverage data to drive insights and decision-making.

Exceptional communication and interpersonal skills with the ability to influence and collaborate cross-functionally.

Understanding of the changing SDLC landscape change with the advent of GenAI and agentic development

Bachelor’s degree in Computer Science, Business, or related field; MBA or equivalent experience preferred.