Senior Technical Account Manager - Enterprise & ISP Success

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

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.