Manager, Technical Account Management

United States Digital Space LLC; San Francisco, Seattle (CA, WA); On-site; USD 180,000 - 280,000; Full time

Job summary

United States Digital Space LLC is seeking a seasoned leader to build and expand the TAM team serving our largest and most strategic users in a fintech SaaS context. You will mentor senior TAM professionals, set the standard for strategic user partnerships, and collaborate with GTM, product, and engineering to deliver exceptional support at scale.

The role emphasizes people leadership, data-driven decision making, and a coaching culture aimed at empowering teams and users alike.

Qualifications

• 10+ years of experience leading teams and driving impact in professional services, customer success, or technical account management

Responsibilities

• Shape TAM strategy for our largest segment and complex engagements.
• Lead a team of TAMs serving top users.
• Hire and retain top technical talent as the team scales.
• Guide TAM to deliver exceptional service experiences and grow services revenue.
• Ensure team members are happy, effective, and growing in their careers.
• Set clear goals and provide regular feedback on performance.
• Analyze user feedback to drive efficiency and quality.
• Advocate for users and champion their needs internally.
• Foster a transparent, empathetic, inclusive culture with a coaching mindset.

Skills

Leadership

Cross-functional collaboration

Account management

Data-driven decisions

Strategic thinking

Communication

Education

Bachelor's Degree

Job description

Who we are

About the company

the company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The TAM team partners directly with our largest and fastest growing users, supporting them both proactively with a consultation model, and reactively to solve their most complex issues, enabling them to grow their business. We partner closely with sales to ensure we are attaching the right support plans to the right users at the right time. We take a user first approach to how we operate, capturing user feedback on what we need to offer to delight them and exceed all expectations. We operate with a scaled proactive, preventative mindset to ensure our users have a seamless experience with the company.

What you’ll do

the company is looking for an experienced leader to lead and grow the TAM team responsible for supporting our largest and most strategic users. The leader will lead a high performing team of our most experienced TAMs, managing managers who are motivated by improving the lives of the company’s user base. They will set the standard for strategic user partnership and support, influencing globally, partnering closely with the go to market organizations, product, engineering alongside the support organization. They will cultivate a user first culture, with high accountability, collaboration and a scale mentality, a culture which embodies a coaching mindset to unlock potential. This role will report to the Head of Technical Account Management, Direct.

Responsibilities

• Partner with the TAM leadership to shape the strategy for the company’s largest segment and most complex engagements.

• Lead a team of technical account managers working with the company’s largest users.

• Hire and retain top technical talent as the team scales.

• Guide the TAM organization to deliver incredible services experiences, grow services revenue, and contribute to strategic programs.

• Ensure that team members are happy, effective, and growing in their career and user work.

• Set clear goals and direction for the team and each individual; provide regular feedback on your team members’ performance.

• Analyze data from user feedback and experiences to drive efficiency and build quality.

• Be an advocate for the company users and champion for users’ needs internally.

• Transmit and foster our values, serving as a beacon of the company’s user-centric philosophy and culture of transparency, empathy, inclusion and empowerment.

• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• At least 10+ years experience building and leading teams and businesses in high change environments delivering high impact in professional services, customer success, solutions architecture, or technical account management programs.

• Excellent collaborator, with a proven track record in managing across complex environments, building relationships that deliver impact.

• Demonstrates performance operating in highly ambiguous environments, navigating cross functional complexity and driving efficiencies with limited resources.

• Excellent written and verbal communication skills.

• Strong sales revenue growth and/or operational background and a track-record of making data driven decisions.

• An ability to execute on and deliver complex operational projects involving multiple stakeholders.

• Bachelor's Degree required.

Preferred qualifications

• Experience with fintech SaaS products and/or Payments industry.

• Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record.

• Proven ability to scale a technical services or technical support team in a high-growth environment.