Director, Technical Account Manager - AMER

Redis

47d•Remote

About The Position

We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in? About Redis: Redis is the world’s most loved real-time data platform. As the home of the open-source Redis project and the provider of Redis Enterprise, we’re at the forefront of solving critical challenges for businesses that need speed, reliability, and scale. Our mission is to build innovative data solutions that empower developers and organizations worldwide to create real-time applications that transform industries. Redis is the leading real-time data platform, enabling organizations to build high-performance, scalable applications for mission-critical workloads. Our customers range from innovative startups to Fortune 500 enterprises. As we continue to expand globally, Technical Account Management plays a critical role in driving customer adoption, operational excellence, retention, and long-term growth. Role Overview The Director, Technical Account Management – AMER is the senior regional leader responsible for defining and executing the TAM strategy across the Americas region. This role leads a team of TAM Managers, who in turn lead teams of individual Technical Account Managers supporting Redis’s enterprise customers. This is a second-line leadership role requiring the ability to lead leaders, set a high technical bar, and drive measurable business outcomes through a distributed team. You will own the TAM operating model for AMER, ensuring enterprise customers achieve architectural excellence, production stability, and long-term value realization from Redis solutions. Success in this role requires deep technical credibility, strong operational discipline, and the ability to drive retention and Net Revenue Retention (NRR) in partnership with Sales, Renewals, Support, Services, and Product.

Requirements

8-10+ years of experience in enterprise software, cloud, SaaS, or infrastructure technology.
5+ years of experience leading customer-facing technical teams, including experience leading managers of managers (2nd line).
Proven experience building and scaling Technical Account Management or similar technical advisory organizations.
Strong technical background in distributed systems, databases, cloud infrastructure, or DevOps environments.
Demonstrated experience supporting production-scale systems, including high availability, performance optimization, scalability, and incident management.
Experience managing complex enterprise portfolios across a regional market.
Strong executive presence with the ability to influence both technical and business stakeholders.
Data-driven leadership approach with experience operating against defined KPIs and regional targets.
Experience working in high-growth, global technology companies.
BSc in Computer Science or equivalent practical experience.

Nice To Haves

Experience in database, data infrastructure, or real-time systems environments.
Familiarity with Redis or similar NoSQL/SQL platforms.
Background in cloud-native architectures and modern application development.
Experience operating in a multi-layered global customer success organization.

Responsibilities

Regional TAM Strategy & Leadership
Define and execute the Technical Account Management strategy for AMER, aligned with global CS and company objectives.
Lead, coach, and develop a team of TAM Managers overseeing enterprise and strategic customer portfolios.
Establish clear engagement models, technical success frameworks, and operational standards for the TAM organization.
Drive a culture of technical excellence, accountability, and customer obsession.
Ensure consistent execution of proactive engagement, success planning, and risk management across the region.
Leading Leaders & Technical Excellence
Hire, develop, and retain high-performing TAM Managers.
Set and maintain a high technical bar across the TAM organization.
Coach managers on developing TAMs’ depth in architecture, distributed systems, production readiness, and performance optimization.
Act as a senior escalation point for complex or high-risk technical scenarios.
Ensure TAM teams operate as trusted technical advisors not reactive support resources.
Customer Outcomes, Risk & Retention
Ensure all customers receive a high quality delivered QBR, each customer has a clear scorecard on the health of redis to ensure they adopt best practices for scalability, reliability, security, and performance.
Provide executive oversight for high-risk (red) and strategic accounts.
Drive proactive identification and mitigation of technical and operational risk across the customer base.
Serve as executive sponsor for select strategic customers as required.
Revenue & Cross-Functional Partnership
Own the technical strategy and execution in partnership with the CSM team, Sales and Renewals leadership to align on account strategy and risk mitigation.
Establish structured account planning and technical success planning in partnership with the CSM.
Collaborate with Support, Engineering, and Product to resolve systemic issues and improve the overall customer experience.
Represent the voice of the customer to influence product roadmap and prioritization.
Operational Excellence & Scale
Define and track key TAM KPIs including QBR delivery, workshops, adoption milestones, engagement health, and risk indicators.
Implement scalable processes, playbooks, and reporting mechanisms.
Continuously refine capacity models, portfolio segmentation, and coverage strategies.
Contribute to global TAM strategy and best practice alignment.