Manager, Technical Account Manager

About the Role

We are looking for an experienced Manager of Technical Account Manager team, leading a Tier 2 Technical Support organization within our Global Support team. In this role, you will own overall team performance, staffing, scheduling, and escalation management across one or more customer segments (e.g., SMB, MMC, ENT/STRAT).

You will lead and develop teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and escalation quality, and act as a key partner to Product, Engineering, Sales, and Customer Success. This role is both operational and strategic, ideal for someone who enjoys being close to the work while also driving org-level improvements in processes, tooling, and customer experience, and delivering progressive impact across cross-functional teams.

What You’ll Do

• Own performance, staffing, and scheduling for your pods ensuring coverage, readiness, and consistent delivery against agreed SLAs and KPIs.
• Provide day-to-day leadership and coaching: regular 1:1s, performance reviews, development plans, and ongoing feedback to build a high-performing, accountable team.
• Set and cascade quarterly goals for your teams aligned with Technical Support and company objectives; run regular reviews and course-correct using data.
• Partner with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp new team members, ensuring they are effective within their first 30–60 days.

• Serve as the top-line escalation owner for high-priority and strategic customer cases, leading triage, staffing/swarms, and communication through to resolution.
• Participate in and help run the Technical Support Manager On-Call rotation, acting as incident manager during off-hours for P0/P1 events and driving post-incident reviews and follow-ups.
• Advocate for customers in internal forums, ensuring we understand impact, protect ARR at risk, and minimize churn through proactive communication and follow-through.

• Monitor queue health and backlog across your segments, intervening early on aging or at-risk cases and rebalancing work to protect SLAs and customer outcomes.
• Build, implement, and continuously improve SOPs, workflows, and internal processes (case routing, escalation criteria, TSSD/Jira usage, incident playbooks) to drive consistency and efficiency.
• Partner with Support Ops and Backline to identify, monitor, and act on trends (bugs, product gaps, training needs, process friction), turning them into clear action plans.
• Set expectations and review mechanisms for knowledge creation and quality (KB, internal docs, runbooks), ensuring learnings from escalations and incidents are codified and reused.

• Act as a key partner to Product and Engineering, collaborating to resolve core product issues, influence roadmaps, and close the 360° feedback loop from customers back into R&D.
• Represent Technical Support in cross-functional reviews (with Product, Engineering, CS, Sales), clearly communicating problem statements, impact, and required actions.
• Own weekly and monthly business reviews for your area: build and interpret dashboards, report on CSAT/FCR/SLA/backlog/escalations, and present insights, risks, and remediation plans to the Director/VP of Support and other leaders.
• Partner with Support Ops to design and refine reporting, leveraging SFDC, Tableau, and other BI tools to drive decision-making and track the impact of initiatives.

• Lead strategic projects that improve supportability, efficiency, and customer experience.
• Drive change management: design and roll out new workflows and tools, get buy-in from skeptical/overloaded teams, manage friction, and ensure changes stick.
• Proactively identify opportunities for improvement in tools, training, and processes, and translate them into scoped projects with clear owners, timelines, and success metrics.
• Act as the Directly Responsible Individual (DRI) for cross-functional initiatives, aligning Support, Product, Engineering, and CS/Sales on scope, timelines, and outcomes.

What We’re Looking For

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
• Demonstrated experience managing escalations and incidents, working closely with Product/Engineering, and presenting to senior stakeholders (QBRs/MBRs, incident reviews, program updates).

• Proven track record of building, coaching, and retaining high-performing technical teams.
• Comfortable giving direct feedback, managing performance, and building a strong bench of senior ICs and future leaders.
• Strong command of support metrics and how to move them.
• Ability to build and interpret dashboards in tools like Salesforce, Tableau, and Google Sheets to tell a compelling story and drive decisions.
• Experience improving support ticketing systems, tools, and processes.
• Excellent verbal and written communication; able to explain complex issues to both technical and non-technical audiences.
• Genuine passion for digging into technical problems, understanding root cause, and working with engineering to improve reliability and supportability.
• Collaborates across teams with curiosity and accountability, emphasizing process improvement over fault-finding. 
• Ability to connect customer symptoms to underlying product, data, and workflow issues.
• Excellent time management and prioritization; able to juggle multiple high-priority tasks without dropping the ball.
• Flexible to handle critical cases after hours as needed (on-call / incident response).
• Self-starter with a track record of leading change, not just maintaining the status quo.

Preferred Qualifications

• Hands-on experience with Salesforce Service Cloud (case management, reports, dashboards) and Tableau (or similar BI tools).
• Familiarity with Jira/Confluence and knowledge management practices.
• Comfort with GSuite/MS Office for reporting, documentation, and presentations.
• Experience in data analytics (e.g., slicing support data to identify trends, trial outcomes, or at-risk cohorts).
• Prior experience in IoT, telematics, fleet management, or similar domains is a plus.