Senior Technical Account Manager

Plume•Toronto, ON

2d•Remote

About The Position

Plume is seeking a customer-focused Sr. Technical Account Manager (TAM) to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers. This is a highly collaborative, customer-facing role that combines technical problem-solving, stakeholder management, program coordination, and operational leadership. The TAM works closely with customer technical teams as well as internal Product, Engineering, Support, and Delivery organizations to drive successful deployments, platform adoption, release management, and ongoing customer success. The ideal candidate brings strong technical aptitude, excellent communication skills, and the ability to confidently navigate both technical and business discussions. This role is best suited for someone who can effectively leverage technical teams and tools to drive outcomes, rather than functioning as a software engineer embedded within Customer Success. The TAM develops deep knowledge of customer environments, ISP operational workflows, and Plume platform capabilities, helping customers successfully adopt and operationalize Plume solutions at scale.

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field preferred. Equivalent practical experience will also be considered.
Experience in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
Experience working with ISPs, telecommunications providers, networking vendors, or cloud/SaaS platforms preferred.
Strong ability to communicate technical concepts clearly to both technical and non-technical audiences.
Proven experience managing customer relationships and coordinating cross-functional technical initiatives.
Experience handling technical escalations and driving issue resolution across multiple teams.
Strong organizational, analytical, and project coordination skills.
Comfortable operating in fast-paced environments with evolving priorities.
Ability to learn new technologies and platforms quickly.
Excellent verbal and written communication skills.
Strong stakeholder management and customer engagement abilities.
Ability to independently lead customer technical discussions and operational reviews.
Strong problem-solving and troubleshooting mindset.
Excellent organizational and follow-through skills.
Ability to manage multiple priorities and coordinate across teams effectively.
Working knowledge of cloud platforms, SaaS environments, and APIs.
Familiarity with networking concepts including LAN/WAN, routing, switching, WiFi, and CPE/gateway technologies.
Experience using technical troubleshooting tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
Familiarity with data analysis and reporting tools.
Familiarity with Jira, Confluence, Slack, and related collaboration tools.

Nice To Haves

Ability to run or interpret SQL queries and technical reports is preferred.
ISP or telecommunications industry experience.
Vendor-side experience supporting service providers or enterprise customers.
Experience with WiFi technologies (802.11 standards), gateway devices, or broadband platforms.
Exposure to OpenSync, OpenWRT, RDK, or similar ecosystems.
Familiarity with cloud operational tooling, dashboards, analytics platforms, or API integrations.
Experience supporting customer release management or operational governance processes.
Advanced SQL or analytics experience.
Scripting or coding experience.
Cloud architecture certifications or experience.
Deep packet/network troubleshooting expertise.
Experience with Databricks, SageMaker, Mixpanel, or similar platforms.
CCNA / CCNP
CWNA / CWSP
AWS Certified Cloud Practitioner or Solutions Architect
PMP or equivalent project/program management certification
ITIL Foundation or similar operational certification

Responsibilities

Serve as the primary technical and operational point of contact for assigned customer accounts.
Build trusted relationships with ISP and Enterprise technical stakeholders.
Coordinate cross-functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams.
Drive technical issue resolution, escalation management, and follow-through to completion.
Support customer onboarding, deployments, integrations, release planning, and operational readiness.
Help customers successfully adopt and operationalize Plume platform capabilities and tools.
Facilitate troubleshooting sessions and coordinate investigations across multiple technical teams.
Analyze trends, recurring issues, and operational gaps to proactively improve customer outcomes.
Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
Create and maintain clear customer-facing documentation, operational processes, and internal runbooks.
Lead regular technical reviews, status meetings, and customer operational governance discussions.
Translate customer feedback into actionable recommendations for Product and Engineering teams.
Help drive alignment across internal and external stakeholders to achieve shared goals and timelines.
Partner with Engineering and Support teams on complex technical escalations when needed.
Contribute to the development of TAM operational processes, best practices, and customer engagement models.