Manager, Technical Account Management

At the company, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

ABOUT THE ROLE

We’re looking for an experienced Manager to lead and develop our team of Technical Account Managers (TAMs).

You’ll combine people leadership, technical judgment, and commercial accountability to improve adoption, retention, and growth across your team’s portfolio. You’ll coach TAMs on customer strategy and solution delivery, step into complex customer situations, and build the operating practices that help the team scale.

In addition, you'll work closely with our Partner Ecosystem to extend delivery capacity and customer impact. You’ll establish clear ownership across the company, partners, and customers, enabling effective handoffs and consistent delivery quality.

You’ll own your team’s performance while improving how the broader TAM organization works through reusable playbooks and strong partnerships with Sales, Product, Support, CX Operations, and the Partner Ecosystem.

This is a hands-on leadership role built for those with a player/coach mindset.

WHAT YOU’LL DO

LEAD AND DEVELOP A HIGH-PERFORMING TEAM

• Hire, coach, and develop TAMs, setting clear expectations for customer outcomes, technical delivery, and professional growth.

• Run effective coaching, performance, and career-development conversations, building accountability and a strong pipeline of future leaders.

• Coach TAMs on consultative discovery, solution design, executive engagement, and connecting platform adoption to business value.

• Plan team capacity and account coverage, using the Partner Ecosystem to extend capability and capacity while balancing customer needs, delivery commitments, and sustainable workloads.

OWN PORTFOLIO PERFORMANCE

• Own team-level retention, renewal readiness, and expansion outcomes in partnership with Sales, account teams, and relevant partners.

• Use account health, adoption, engagement, and commercial signals to prioritize work, identify risk early, and drive action.

• Maintain a clear, evidence-based view of renewal risk and growth opportunities, incorporating partner insights and ensuring forecasts reflect current customer conditions.

• Lead escalations and recovery plans for complex or high-risk accounts, aligning the company teams, partners, and customer stakeholders around clear owners and next steps.

• Ensure customer engagements produce measurable outcomes, not just completed activities.

SCALE CONSISTENT HIGH-QUALITY DELIVERY

• Establish and improve operating rhythms, playbooks, and quality standards across onboarding, ongoing engagement, technical delivery, and account planning.

• Define clear responsibilities, handoffs, and escalation paths for the company-led, partner-led, and jointly delivered engagements.

• Use team, partner delivery, and customer data to identify performance gaps, guide coaching, and improve delivery efficiency.

• Balance utilization, capacity, and delivery quality where services commitments apply.

• Turn successful approaches into reusable practices that improve execution across the TAM organization and Partner Ecosystem.

ADVANCE TECHNICAL AND AI CAPABILITY

• Build the team’s capability in workflow design, automation, integrations, and the company AI and Agents.

• Coach TAMs to translate customer business needs into practical, scalable solutions, including agentic workflows and intelligent, task-oriented systems.

• Guide the design, prompting, testing, and refinement of AI Agents, with clear success measures, appropriate human oversight, and reliable customer outcomes.

• Embed AI and automation into internal delivery practices to improve efficiency without compromising quality or customer trust.

• Work with partner teams to align technical approaches and strengthen AI delivery capability across the Partner Ecosystem.

• Translate recurring customer and partner needs and technical blockers into actionable feedback for Product and Engineering.

DRIVE PARTNER-FIRST AND CROSS-FUNCTIONAL IMPACT

• Partner with Sales, Services, Support, Product, CX Operations, and the Partner Ecosystem to align customer strategy, ownership, and execution.

• Identify opportunities for partner-led delivery and specialist expertise, engaging partners early in account and delivery planning.

• Maintain accountability for customer outcomes across partner-supported engagements, addressing gaps in ownership, delivery quality, or communication.

• Lead initiatives that improve customer outcomes and team effectiveness across the TAM organization and Partner Ecosystem.

• Bring clear recommendations to leadership on portfolio trends, capacity, partner delivery dependencies, and improvement opportunities.

WHAT YOU’LL BRING

• 5+ years in Technical Account Management, Professional Services, Consulting, Customer Success, or a related technical delivery function, with at least 3 years managing high-performing customer-facing or delivery teams in a SaaS environment.

• A proven track record of delivering complex SaaS or technology engagements for SMB, mid-market and enterprise customers, with measurable adoption, retention, or growth outcomes.

• Deep understanding of agentic workflows and AI Agent prompting, with experience designing or guiding the implementation of intelligent, task-oriented systems.

• Practical judgment in evaluating AI output, refining prompts and workflows, and establishing appropriate human review and quality controls.

• Strong technical fluency across configurable SaaS platforms, workflow design, automation, and integrations, with the ability to coach solution decisions.

• Experience working with implementation, consulting, and technology partners, establishing clear ownership and maintaining delivery quality across shared engagements.

• Strong commercial judgment, including renewal planning, risk assessment, forecasting, and expansion identification.

• Experience managing multiple concurrent engagements, customers, partners, and stakeholders in a fast-paced environment.

• Exceptional prioritization, an ownership mindset, and the ability to turn data into clear decisions, coaching priorities, and scalable operating improvements.

• Strong communication, stakeholder management, and problem-solving skills, including confidence with executive customers and partner leaders.

• Experience leading cross-functional initiatives with internal teams and the Partner Ecosystem, influencing decisions beyond your direct team.

• The ability to operate at scale, thrive in ambiguity, and create structure in a fast-changing environment.

NICE TO HAVE

• Experience with the company or similar work-management platforms.

• Experience leading distributed teams and supporting customers across different markets/countries.

• Experience building partner enablement, joint delivery playbooks, or partner-first service models.

• Experience spanning both recurring account management and professional services delivery.

LOCATION

• This role is open to candidates across Australia, with Sydney, Melbourne or Brisbane preferred.

Equal Opportunity Employer

The company is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Privacy Notice

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If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice [link for members] for further details.

Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

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AI Processing Notice

The company may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at [link for members]