Technical Account Manager

BigPanda•Remote - USA,

3d•$125,000 - $145,000•Remote

About The Position

At BigPanda, the Technical Account Manager (TAM) is the post-sales technical lead for the customer relationship, combining deep product expertise with strategic account partnership. The TAM helps enterprise IT and operations teams continuously unlock value from the BigPanda AIOps platform, protects and grows revenue by turning adoption into outcomes, and guides customers through an ongoing technical and business journey. The role owns a book of named accounts, drives technical adoption, leads customer working sessions and executive reviews, and partners with account teams on renewal planning and expansion opportunities. The TAM also acts as the internal voice of the customer, builds relationships with technical champions and power users, and helps customers quantify the platform’s value. This is a remote-based role open to candidates in the United States. BigPanda describes its environment as remote-first, supportive, collaborative, innovative, and values-based. The position is commission-eligible, with an anticipated OTE compensation range of $125,000–$145,000, plus equity and benefits. Visa sponsorship is not available.

Requirements

At least 3 years in a post-sales technical role such as Solutions Engineer, Technical CSM, Implementation Engineer, or equivalent, with direct ownership of enterprise customer relationships.
Demonstrated ability to handle both technical and business conversations within the same account, including discussions with architects and VP-level IT Operations stakeholders.
Hands-on experience with monitoring, observability, incident management, or ITSM tools such as ServiceNow, Splunk, PagerDuty, Datadog, or equivalent.
Working knowledge of RESTful APIs, scripting such as Python or JavaScript, and integration patterns sufficient to guide technical configurations and troubleshoot independently.
Strong relationship management skills, including proactive communication, early risk identification, and reliable follow-through.
High emotional intelligence and the ability to adapt communication to different audiences and build trust with technical teams and business stakeholders.

Nice To Haves

Prior experience as a BigPanda customer, administrator, or implementation partner.
Familiarity with value-selling frameworks such as MEDDPICC or Command of the Message.
Experience in or supporting a NOC, SRE, or IT Operations environment.
Exposure to AIOps, event correlation, or machine learning concepts in an enterprise context.
Experience working alongside a quota-carrying sales team on expansion or upsell motions.

Responsibilities

Own a book of named accounts across the company’s tiering structure.
Drive technical adoption of the BigPanda platform by identifying underutilized capabilities, building action plans, and guiding customers toward measurable improvements in incident management, correlation, and automation.
Lead regular customer touchpoints, including cadenced working sessions, health checks, and executive QBRs, and ensure each account has a clear roadmap and path to value.
Partner with Account Managers on renewal planning, identify risk signals 3–6 months in advance, and position expansion opportunities tied to demonstrated platform value.
Collaborate with field Sales Engineers on POV engagements when expansion opportunities arise, jointly leading the technical track and participating in the sales cycle.
Represent the customer internally by routing feedback to Product, escalating support issues, and advocating for customer priorities across PS, Support, and Engineering.
Build and maintain relationships with technical champions and power users within accounts so BigPanda is sufficiently embedded to withstand organizational change.
Work with customers to quantify and articulate the value provided by the platform.
Identify and qualify cross-sell and upsell opportunities within accounts, working with the AM and AE to position appropriate additional offerings.
Maintain or improve gross retention across assigned accounts and actively manage renewal risk at least 90 days in advance.
Establish a consistent cadence with each account, including active executive relationships and documented roadmaps for Tier 1 accounts, and ensure Tier 2 and Tier 3 accounts are not neglected.
Complete at least one joint POV engagement with a field SE and serve as a go-to technical resource for assigned accounts.

Benefits

Competitive equity
Unlimited PTO
Twelve paid holidays throughout the year
Comprehensive health benefits
Financial assistance for fertility, adoption, and surrogacy expenses
Up to 18 weeks of fully paid leave for birthing parents and up to 12 weeks for non-birthing parents
Financial planning services
Employee learning and development budget
Values-based recognition, quarterly and annually
Social community and ERG programs
Dog-friendly office
Lunches provided in office
Work-from-home stipend
Competitive cash and equity compensation
Supportive, collaborative, and innovative work environment