Manager, Technical Account Management

For our client, we are seeking a Manager, Technical Account Management to join the team of a leader in the Information Technology space.

This role will oversee a customer engagement team responsible for delivering strong service, managing escalations, and improving the overall customer experience. The manager will partner closely with internal teams to ensure timely follow-up, effective case management, and consistent execution across customer meetings and engagements. This position also plays an important role in building team capability through coaching, process improvement, and operational discipline.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $112,900 – $158,060 annually

Responsibilities

• Lead and oversee daily operations of the customer engagement team
• Guide the team on best practices in customer experience and case management
• Manage team resources, project leadership, and escalation processes
• Handle customer escalations and track at-risk customers
• Ensure timely scheduling and execution of customer meetings
• Assist in developing processes and policies for the team
• Lead recruitment and training programs for team members
• Monitor team performance through KPIs and scorecards
• Collaborate with internal teams to enhance customer experience
• Stay updated on public cloud services and strategies

Qualifications

• Bachelor's degree and 10+ years of industry experience, including 3 years in a supervisory role
• Strong communication skills with experience in customer escalations
• Proven leadership in managing teams to achieve results in customer engagements
• Knowledge of customer engagement processes and escalation management
• Familiarity with public cloud infrastructure services and strategies
• Ability to leverage data for process improvement and metric tracking
• Public cloud Associate Certification is a plus

Benefits

• Annual bonus target of 10% subject to terms and conditions
• Commitment to an equitable and respectful hiring process
• Opportunities for continuous learning and professional development
• Encouragement of responsible AI adoption and exploration
• Supportive culture fostering curiosity and innovation

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.