Sr Manager, Techincal Account Management

About the Team & RoleAs a Senior Manager for TAM, you will lead a team of Technical Account Managers focused on Site Reliability Engineering (SRE)-aligned customer outcomes. This role is responsible for ensuring customers achieve high levels of availability, performance, resilience, and operational maturity in their production environments.You will lead a team that acts as a strategic partner to customers, helping them adopt SRE principles, improve reliability posture, and operate mission-critical systems at scale.How you'll make an impactLeadership & Team Management- Lead and develop a team of Technical Account Managers with strong SRE and production operations expertise- Establish a high-performance culture focused on reliability, accountability, and continuous improvement- Define competency frameworks around SRE practices (SLIs/SLOs, error budgets, incident management)- ALL ESTABLISHED- Coach team members on technical depth, customer engagement, and incident leadershipCustomer Reliability & Operational Excellence- Own customer outcomes related to availability, latency, scalability, and resilience- Guide customers in implementing SRE best practices such as:- Service Level Indicators (SLIs) and Objectives (SLOs)- Error budgets and reliability trade-offs- Incident management and postmortem culture- Conduct regular operational reviews, architecture reviews, and reliability assessmentsAct as an executive escalation point duringmajor incidents (Sev1/Sev2)Incident & Crisis LeadershipOversee TAM involvement in major incident response, ensuring structured communication and resolutionEnsure customers adopt best practices in:Incident command frameworksBlameless postmortemsRoot cause analysis and remediation trackingAct as an executive escalation point duringmajor incidents (Sev1/Sev2)Incident & Crisis Leadership- Oversee TAM involvement in major incident response, ensuring structured communication and resolution- Ensure customers adopt best practices in:- Incident command frameworks- Blameless postmortems- Root cause analysis and remediation tracking- Drive improvements in MTTR (Mean Time to Resolution) and incident preventionTechnical Strategy & AdvisoryPartner with customers to design resilient, scalable architecturesProvide guidance on observability (metrics, logs, tracing), alerting strategies, and automationAlign customer environments with SRE maturity modelsCollaborate with Product and Engineering to address systemic reliability issuesTechnical Strategy & AdvisoryPartner with customers to design resilient, scalable architecturesProvide guidance on observability (metrics, logs, tracing), alerting strategies, and automationAlign customer environments with SRE maturity modelsCollaborate with Product and Engineering to address systemic reliability issuesOperational Scaling & Process ExcellenceDefine and standardize TAM engagement models for production-critical customersBuild playbooks for:Incident responseReliability reviewsCapacity planning and load testingTrack and report on key reliability and operational metrics:Uptime / availabilityError ratesMTTR / MTBFChange failure ra

Created: 2026-05-02