Technical Account Manager Team Lead
About The Position
We are seeking a Technical Account Manager Leader to lead, coach, and scale a team of Technical Account Managers (TAMs) who partner with Enterprise customers and help them maximize the business value of their investment in Miro. As a TAM Leader, you will operate as a Player-Coach, directly managing your team and supporting them on some of our most ambitious accounts and projects. This role involves driving pre-sales technical proposals, serving as an escalation point for delivery, and spearheading process improvement initiatives to enhance overall team effectiveness and customer experience. You will be a strategic leader who can mitigate risks, manage team performance, and ensure your team of TAMs transforms how our largest clients collaborate and innovate.
Requirements
- 8+ years in consulting, technical account management, customer success, or similar roles in enterprise SaaS.
- At least 3 years of experience in a leadership, management, or team lead role managing Consultants, Technical Account Managers or similar client-facing professionals.
- Demonstrated ability to serve as an escalation point for complex technical issues and client challenges.
- Familiarity with APIs, integrations, and enterprise IT ecosystems.
- Proven ability to lead team-wide initiatives for workflow optimization, platform adoption, and change management.
- Expertise in platform and team analytics to drive data-informed decisions and continuous team improvement.
- Skilled at facilitating executive-level discussions and cross-functional workshops.
- Highly proactive, strategic leader with a strong customer outcome orientation, capable of operating independently and navigating ambiguity.
- Willing to travel to customer sites up to 25%.
Responsibilities
- Manage, mentor, and coach a team of Technical Account Managers, including hiring, training, and conducting performance evaluations
- Develop and implement processes to improve team efficiency, drive consistent global service delivery, and enhance overall client satisfaction
- Monitor team performance metrics (e.g., CSAT, Renewal Rate, Feature Adoption) and report on key KPIs to leadership
- Serve as the primary escalation point for complex technical issues, client challenges, and account risks, ensuring timely resolution across the team
- Take ownership of and manage some of the team's most complex or strategic accounts and projects
- Drive strategic technical proposals and solutions during the pre-sales process to support AMER Strat demand
- Build and maintain strong relationships with key clients, supporting key sales and renewal activities
- Identify opportunities for account growth and new business development, coaching the team to execute on these
- Collaborate with sales, engineering, and product teams to advocate for customer needs and drive internal process improvements
- Contribute to the development of technical documentation, best practices, and the overall 'TAM playbook' for the organization
Benefits
- 401k matching + Competitive equity package
- Excellent Medical, Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- Lunch, snacks and drinks provided in the office
- Wellbeing benefit and WFH equipment allowance
- Annual learning and development allowance to grow your skills and career
- Up to $2,000 of charitable donation matches each year
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
