Senior Technical Account Manager

Plume; Denver (CO); On-site; USD 150,000 - 165,000; Full time

Job summary

Plume is seeking a customer-focused Senior Technical Account Manager to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers. This role blends problem solving, stakeholder management, and cross‑functional coordination.

You will act as the primary technical contact, drive issue resolution and onboarding, and translate customer feedback into product input. Strong communication and collaboration across engineering, support, and delivery are essential.

Qualifications

• Experience in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
• Experience working with ISPs, telecommunications providers, networking vendors, or cloud/SaaS platforms preferred.
• Strong ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Proven experience managing customer relationships and coordinating cross-functional technical initiatives.
• Experience handling technical escalations and driving issue resolution across multiple teams.
• Strong organizational, analytical, and project coordination skills.
• Comfortable operating in fast-paced environments with evolving priorities.
• Ability to learn new technologies and platforms quickly.

Responsibilities

• Serve as the primary technical and operational point of contact for assigned customer accounts.
• Build trusted relationships with ISP and Enterprise technical stakeholders.
• Coordinate cross-functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams.
• Drive technical issue resolution, escalation management, and follow-through to completion.
• Support customer onboarding, deployments, integrations, release planning, and operational readiness.
• Help customers successfully adopt and operationalize Plume platform capabilities and tools.
• Facilitate troubleshooting sessions and coordinate investigations across multiple technical teams.
• Analyze trends, recurring issues, and operational gaps to proactively improve customer outcomes.
• Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
• Create and maintain clear customer-facing documentation, operational processes, and internal runbooks.
• Lead regular technical reviews, status meetings, and customer operational governance discussions.
• Translate customer feedback into actionable recommendations for Product and Engineering teams.
• Help drive alignment across internal and external stakeholders to achieve shared goals and timelines.
• Partner with Engineering and Support teams on complex technical escalations when needed.
• Contribute to the development of TAM operational processes, best practices, and customer engagement models.

Skills

Verbal communication

Written communication

Stakeholder management

Lead customer discussions

Problem solving

Project coordination

Education

Bachelor’s degree in CS/Engineering/IS/Telecom

Tools

Jira

Confluence

Slack

OpenSync

Job description

Overview

Plume is seeking a customer-focused Sr. Technical Account Manager (TAM) to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers. This highly collaborative, customer‑facing role combines technical problem‑solving, stakeholder management, program coordination, and operational leadership.

Responsibilities

• Serve as the primary technical and operational point of contact for assigned customer accounts.
• Build trusted relationships with ISP and Enterprise technical stakeholders.
• Coordinate cross‑functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams.
• Drive technical issue resolution, escalation management, and follow‑through to completion.
• Support customer onboarding, deployments, integrations, release planning, and operational readiness.
• Help customers successfully adopt and operationalize Plume platform capabilities and tools.
• Facilitate troubleshooting sessions and coordinate investigations across multiple technical teams.
• Analyze trends, recurring issues, and operational gaps to proactively improve customer outcomes.
• Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
• Create and maintain clear customer‑facing documentation, operational processes, and internal runbooks.
• Lead regular technical reviews, status meetings, and customer operational governance discussions.
• Translate customer feedback into actionable recommendations for Product and Engineering teams.
• Help drive alignment across internal and external stakeholders to achieve shared goals and timelines.
• Partner with Engineering and Support teams on complex technical escalations when needed.
• Contribute to the development of TAM operational processes, best practices, and customer engagement models.

Education

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field preferred.
• Equivalent practical experience will also be considered.

Experience

• Experience in a customer‑facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
• Experience working with ISPs, telecommunications providers, networking vendors, or cloud/SaaS platforms preferred.
• Strong ability to communicate technical concepts clearly to both technical and non‑technical audiences.
• Proven experience managing customer relationships and coordinating cross‑functional technical initiatives.
• Experience handling technical escalations and driving issue resolution across multiple teams.
• Strong organizational, analytical, and project coordination skills.
• Comfortable operating in fast‑paced environments with evolving priorities.
• Ability to learn new technologies and platforms quickly.

Required Skills

Customer & Operational Skills

• Excellent verbal and written communication skills.
• Strong stakeholder management and customer engagement abilities.
• Ability to independently lead customer technical discussions and operational reviews.
• Strong problem‑solving and troubleshooting mindset.
• Excellent organizational and follow‑through skills.
• Ability to manage multiple priorities and coordinate across teams effectively.

Technical Skills

• Working knowledge of cloud platforms, SaaS environments, and APIs.
• Familiarity with networking concepts including LAN/WAN, routing, switching, WiFi, and CPE/gateway technologies.
• Experience using technical troubleshooting tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
• Familiarity with data analysis and reporting tools.
• Ability to run or interpret SQL queries and technical reports is preferred.
• Familiarity with Jira, Confluence, Slack, and related collaboration tools.

Preferred Experience

• ISP or telecommunications industry experience.
• Vendor‑side experience supporting service providers or enterprise customers.
• Experience with WiFi technologies (802.11 standards), gateway devices, or broadband platforms.
• Exposure to OpenSync, OpenWRT, RDK, or similar ecosystems.
• Familiarity with cloud operational tooling, dashboards, analytics platforms, or API integrations.
• Experience supporting customer release management or operational governance processes.

Nice‑to‑Have Technical Skills

• Advanced SQL or analytics experience.
• Scripting or coding experience.
• Cloud architecture certifications or experience.
• Deep packet/network troubleshooting expertise.
• Experience with Databricks, SageMaker, Mixpanel, or similar platforms.

Preferred Certifications

• CCNA / CCNP
• CWNA / CWSP
• AWS Certified Cloud Practitioner or Solutions Architect
• PMP or equivalent project/program management certification
• ITIL Foundation or similar operational certifications

Benefits

The total compensation package would include an anticipated compensation range of $150,000.00 – $165,000.00, plus bonus, equity, and benefits. Benefits include a 401(k) plan with company match, basic life insurance, and unparalleled health, dental, vision, and other benefits and perks.