Technical Account Manager (TAM) Team Manager (Fully Remote)

Percona; United States; Remote; USD 100,000 - 170,000; Full time

Job summary

Percona is seeking a Senior TAM Leader to coach and mentor a global team of Technical Account Managers, fostering a collaborative, customer-focused culture while driving service quality.

You will oversee TAM service delivery for strategic customers, establish performance metrics, handle escalations, and partner with Sales, Support, Consulting, and Engineering to align on customer priorities and outcomes.

Responsibilities

• Coach and mentor a global team of TAMs to foster a collaborative, accountable, and customer-focused culture.
• Oversee delivery of TAM services to strategic and enterprise customers, ensuring high service standards.
• Establish processes, monitor performance metrics, and handle escalations to drive customer satisfaction and retention.
• Partner with Customer Success, Sales, Support, Consulting, and Engineering teams to align on customer priorities.
• Represent the voice of the customer and the TAM team to influence service improvements and business outcomes.

Job description

• Coach and mentor a global team of TAMs to foster a collaborative, accountable, and customer-focused culture.
• Manage team capacity, assignments, and career growth opportunities to support professional development.

Customer Success & Operational Excellence:

• Oversee delivery of TAM services to strategic and enterprise customers, ensuring high service standards.
• Establish processes, monitor performance metrics, and handle escalations to drive customer satisfaction and retention.

Cross-Functional Collaboration & Business Alignment:

• Partner with Customer Success, Sales, Support, Consulting, and Engineering teams to align on customer priorities.
• Represent the voice of the customer and the TAM team to influence service improvements and business outcomes.

Percona

Percona is the leading provider of open source database solutions, helping organizations achieve their goals through world-class database software, support, and services. The company is a remote-only, globally dispersed workforce with colleagues in more than 50 countries, offering a collaborative and highly-engaged culture.