Technical Account Manager (Enterprise Support)

At JetBrains, code is our passion. Since we started in 2000, we have strived to make the most effective developer tools on earth so developers can work fast and make amazing things happen – with code.

At JetBrains, Technical Account Managers (TAM) are responsible for comprehensive project and account management, ensuring that enterprise support and professional services clients receive the highest quality of service. They are focused on maintaining long-term relationships with clients and facilitating their technical success. Since a TAM serves as the main technical point of contact for JetBrains customers, the ideal candidate is excited about making and maintaining connections inside JetBrains

In this role, you will:

• Work closely with JetBrains Account Executives, Customer Success Engineers, and Support Engineers to ensure that customers receive the best technical support possible
• Manage the full lifecycle of enterprise support projects and professional services initiatives. This includes developing project plans, setting expectations with clients, and ensuring milestones and deliverables are met on time
• Act as the primary technical point of contact for clients, handling escalated technical issues related to their scope. You’ll collaborate closely with internal engineering, product, and support teams to resolve issues effectively and within agreed-upon SLAs
• Develop trust-based relationships with key client stakeholders, understanding their technical needs and business objectives and aligning solutions to address both short- and long-term goals. You’ll also conduct regular review meetings to assess performance, discuss upcoming needs, and share best practices
• Oversee the execution of custom development projects, ensuring that technical specifications, coding standards, and client requirements are met. This includes coordinating with development teams to ensure the smooth implementation of custom features
• Identify potential risks in ongoing projects and proactively develop mitigation strategies, acting as the escalation point for any high-priority issues
• Track and report on the status of client projects, system health, and support metrics to both clients and internal teams, and participate in business reviews to assess support performance and customer satisfaction

We will be happy to have you on our team if you have:

• Proven experience in technical account management, solution architecture, or project management roles, ideally in an enterprise environment.
• Strong verbal and written communication skills in English.
• Strong organizational skills and the ability to prioritize multiple demands effectively, along with the capacity to handle high-stress situations while ensuring high-quality service delivery.
• A strong engineering or solution architecture background, with a deep understanding of software development lifecycles and experience troubleshooting complex technical issues.
• Proven experience managing multiple projects simultaneously, including budgeting, scheduling, resource allocation, and change management.
• The ability to quickly diagnose technical problems, assess risks, and provide immediate solutions, with proven experience coordinating with various teams (such as support, engineering, and product teams) to resolve issues.
• A customer-centric mindset with a focus on building long-term relationships.