Principal Technical Account Manager

Udemy

65d•Remote

About The Position

As a Technical Account Manager (TAM), you will act as the primary technical liaison between our customers and internal teams. This role is critical in ensuring our customers achieve maximum value from the Udemy platform. You will own the post-sales technical relationship with a portfolio of enterprise clients, helping them onboard effectively, resolve technical issues, and drive long-term adoption and satisfaction. You are a key player in customer retention, satisfaction, and orchestrating growth — often contributing directly to Gross Revenue Retention (GRR) and customer health metrics.

Requirements

6+ years of customer-facing technical experience in SaaS (e.g., Technical Account Manager, Solutions Engineering, Solutions Architect, or Solutions Consultant).
Experience in developing and implementing strategic programs with cross-functional impact and influence.
Strong verbal, written, and presentation skills; able to simplify complex technical topics and tell a compelling story.
Skilled at influencing and aligning stakeholders across functions and levels.
Extensive experience working closely with Customer Success, Sales, Support, Product, and other cross-functional partners to drive customer outcomes and business impact.
Demonstrated ability to approach challenges with a solution-oriented mindset.
Comfortable balancing strategic planning with tactical execution.

Responsibilities

Serve as the trusted technical advisor for a portfolio of strategic or enterprise clients.
Lead regular technical check-ins, health assessments, and strategic reviews with clients.
Guide customers through onboarding, integration, and deployment processes.
Provide hands-on configuration and guidance to ensure successful implementation.
Coordinate with Product and Engineering to manage technical requirements, timelines, and delivery.
Act as the primary technical point of contact for escalations and ongoing technical needs.
Troubleshoot complex product-related issues and coordinate internal resources for resolution.
Advocate on behalf of customers by providing feedback to internal teams and influencing roadmap decisions.
Educate customers on product capabilities, updates, and relevant integrations.
Create and deliver tailored documentation, technical workshops, or training sessions.
Share industry and product best practices to drive maturity and innovation in customer usage.

Benefits

You'll grow here.
Learning is part of the job. You'll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.
AI is real here.
We use it in the way we learn and the way we work. You'll have the space and tools to experiment, apply, and get better at using AI in practical ways.
You'll own your work.
We trust people to lead, make decisions, and follow through. You don't need to wait for permission or layers of approval to have an impact.
You'll build with others.
We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.
You'll see your impact.
What you build helps people grow their skills, change their careers, or find a path forward. You've got the experience, why not use it to help others gain theirs?
Bring your curiosity. We'll bring the platform and the support. Let's LEARN together.
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.
Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.