Manager - Technical Account Management
Core
Manage and mentor a team of Technical Account Managers (TAMs) to ensure enterprise and top DTC brand customers successfully onboard and utilize AfterShip's post-purchase automation platform.
Role type
Manager, Technical Account Management
Builds
AfterShip's post-purchase SaaS platform (shipping, tracking, AI predictive delivery, returns management) for eCommerce merchants
Domain
SaaS / eCommerce / Post-purchase automation
Deliverable
client delivery
Required skills
Team management and mentorship, SaaS architecture knowledge (APIs, webhooks, SSO/SAML, cloud infrastructure), Customer success strategy, Technical troubleshooting oversight, Stakeholder communication, KPI tracking
Preferred skills
eCommerce product expertise, De-escalation of complex customer situations, Analytical problem-solving
Technologies
AWS, GCP, Azure, APIs, Webhooks, SSO, SAML
Responsibilities
Manage and develop a team of 10+ TAMs focusing on technical skills and stakeholder management; Conduct customer call reviews and case audits; Own onboarding and ramp-up of new TAMs; Track and improve TAM KPIs; Act as the voice of the customer to R&D; Align with Customer Success leadership
Seniority
Manager, hands-on leadership
