What are the responsibilities and job description for the Technical Account Manager Team Lead position at ITR Partners?
Technical Account Manager - Team Lead
Location: Boston, MA
Job Type: Full-time
Level: Senior (Management)
About the Company: We are transforming how businesses process and understand their data with a modern, full-stack observability platform. Our unique architecture enables in-stream analytics without the high costs of indexing or hot storage. We provide comprehensive monitoring of logs, metrics, traces, and security events, featuring APM, RUM, SIEM, Kubernetes monitoring, and more, enhancing operational efficiency and reducing observability expenses by up to 70%.
Position Overview: As the Technical Account Manager (TAM) Team Lead, you will guide a team dedicated to delivering exceptional technical account management, particularly in onboarding new customers. Your leadership will ensure strong customer relationships, effective resolution of technical issues related to observability, and data-driven operational excellence. This role requires deep technical knowledge in logging, monitoring, and observability tools, along with robust leadership skills.
Key Responsibilities:
- Leadership & Team Development:
- Mentor and manage a team of TAMs, focusing on customer onboarding and long-term success.
- Develop and track KPIs related to the onboarding experience and customer satisfaction.
- Provide technical guidance and promote collaboration on observability tools and log analytics.
- Technical Expertise & Customer Engagement:
- Oversee the implementation of observability tools, assisting customers with Logs, Metrics, and Traces monitoring.
- Ensure your team delivers expert-level onboarding and ongoing support for observability solutions.
- Offer deep technical insights on cloud observability and integration into customer infrastructures.
- Customer Relationship Management:
- Serve as the primary escalation point for customer technical challenges.
- Work proactively with customers to enhance their logging and observability practices.
- Collaborate with internal stakeholders to deliver tailored technical solutions aligned with customer business goals.
- Data-Driven Leadership:
- Utilize customer feedback and usage data to refine onboarding processes and team performance.
- Analyze customer data patterns to improve observability outcomes and preempt potential issues.
- Collaborate with internal teams on product enhancements informed by customer data insights.
Key Requirements:
- Technical Expertise:
- Hands-on experience with Cloud DevOps, specifically AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch) and equivalents in Azure and GCP.
- Familiarity with observability tools such as Kibana, Grafana, Datadog, NewRelic, and others.
- Proficiency in RegEx, Lucene, and PromQL.
- Leadership & Onboarding:
- Proven experience leading technical teams focused on observability solutions and customer onboarding.
- Ability to define and monitor onboarding KPIs with a focus on technical adoption and customer satisfaction.
- Customer-Focused & Data-Driven Mindset:
- Strong analytical skills to interpret customer data and usage trends.
- Excellent communication skills for conveying complex technical information to diverse stakeholders.
- Strong presentation abilities to establish credibility with executives.
Preferred Qualifications:
- Certifications in AWS, Kubernetes, or observability platforms (e.g., Prometheus Certified).
- Experience in a data-driven or SaaS environment.
- MBA or relevant leadership experience.
This role is located in Boston, Massachusetts and is a hybrid position (2 days per week in the office). My client are not offering sponsorship for this role and therefore you must have a valid right to work in the US.
If you think this role sounds like what you are looking for then please click 'Apply Now' and get in touch with Aaron today. If this role is not right for you, but you know someone who might be interested, please get in touch with me at ajones@itrpartners.co.uk