Technical Account Management Leader

Job Description

The Technical Account Management (TAM) team at Plaid is composed of dedicated professionals who are passionate about bridging customers' technical goals and challenges with Plaid's innovative solutions. This team plays a crucial role in ensuring customer success by offering proactive strategic and technical guidance, driving product adoption, growth, and deeper customer relationships. Their mission is to turn every customer into a lifelong Plaid champion and advocate.

As a leader of Technical Account Managers (TAMs), you will directly lead a TAM team who serve as trusted technical advisors and solution consultants to our customers.  You will partner with TAM Leadership to drive customer value as our TAM organization continues to grow. We seek a detail-oriented and thoughtful leader who is committed to delivering a first-class customer experience, ensuring that Plaid’s customers maximize the value of their integrations and investments. The ideal candidate will possess strategic thinking skills, a strong technical background, leadership experience, and a deep passion for customer advocacy. This leader will mentor, develop, and grow their TAM team while continuously optimizing processes and internal tools to ensure the highest level of service is delivered efficiently.


Responsibilities
  • Lead, coach and develop a high-performing team of 7-10 Technical Account Managers who act as trusted partners to key customer stakeholders and drive technical customer success and continuous improvement
  • Foster team alignment, vision, goals, and purpose while balancing the needs of Plaid's most strategic customers
  • Define clear team goals, track performance metrics, and provide regular feedback to ensure alignment with company objectives
  • Identify opportunities to improve TAM processes, tools, and methodologies to enhance efficiency and customer satisfaction
  • Maintain a deep understanding of Plaids products, solutions, and technical architecture to guide the TAM team and customers effectively
  • Serve as an escalation point for customer issues, ensuring timely and effective resolution while maintaining a strong customer relationship
  • Partner with Revenue leadership (Sales, Account Management, Support, Customer Engineering, etc.) and our Product and Engineering organizations to maintain a consistent line of communication, tackle urgent matters and implement process improvements
  • Oversee successful onboarding / development and the proper ramping of skills, capabilities and role expectations for both new and existing TAM team members
  • Identify and hire top talent to continue building out the TAM role / function

  • Qualifications
  • 5+ years of experience leading a post-sale technical, customer-facing team of technical account managers, solutions consultants or similar role
  • Ability to motivate and manage the performance of technical teams and individuals with a hands-on, influential leadership style
  • Ability to build a network internally and externally to support the team’s success
  • Not be afraid to get your hands dirty and jump right in with your team
  • Executive presence and confidence to manage executive relationships internally and externally, including experience communicating technical concepts and articulating value to C-level executives 
  • Self-motivated, detail-attentive, and have a desire for continuous learning
  • A critical thinker who defaults to a customer-centric consultative approach
  • Experienced in successful implementation of process and procedure in a scaling company
  • Ability to work under pressure, deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy