Senior Technical Account Manager
Core
Trusted technical and operational advisor for strategic ISP and Enterprise customers, driving platform adoption, deployment, and operational success.
Role type
Senior Technical Account Manager (TAM)
Builds
SaaS platform for smart homes and connected spaces using WiFi, AI, and machine learning
Domain
Telecommunications / ISP / Smart Home / Cloud Networking
Deliverable
client delivery
Required skills
Technical problem-solving, stakeholder management, cross-functional coordination, issue escalation management, customer onboarding support, operational readiness planning, trend analysis, documentation creation, technical review facilitation, feedback translation
Preferred skills
ISP/telecom industry experience, vendor-side support experience, WiFi technologies (802.11), gateway devices, broadband platforms, OpenSync/OpenWRT/RDK ecosystems, cloud operational tooling, release management, SQL query interpretation
Technologies
Cloud platforms, SaaS environments, APIs, LAN/WAN, routing, switching, WiFi, CPE/gateway technologies, logs, dashboards, SSH, packet captures, monitoring platforms, Jira, Confluence, Slack
Responsibilities
Serve as 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 internal 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
Seniority
Senior, hands-on IC