Manager - Technical Account Management

<h2><strong>About Emergent</strong></h2> <p>At Emergent, we're building AI-native products that help businesses automate customer interactions, operations, sales, and support through intelligent AI employees.</p> <p>We're looking for a <strong>Manager, Technical Account Management (Customer Success Engineering)</strong> to lead a team of Technical Account Managers (TAMs) and KAMs (Key Account Managers) responsible for driving customer success, adoption, retention, and technical excellence across our strategic customer base.</p> <p>This role combines customer leadership, technical consulting, team management, and operational excellence. You'll work closely with Product, Engineering, and Go-To-Market teams to ensure our customers realize maximum value from the Emergent platform.</p> <h2><strong>What You'll Do</strong></h2> <h3><strong>Lead and Scale the TAM &amp; KAM Team</strong></h3> <ul> <li>Lead, mentor, and develop a team of Technical Account Managers and Key Account Managers</li> <li>Establish performance standards, operating rhythms, and best practices for customer engagement.</li> <li>Conduct regular coaching, career development, and performance reviews.</li> <li>Serve as the escalation point for complex customer and technical issues.</li> </ul> <h3><strong>Drive Strategic Customer Success</strong></h3> <ul> <li>Own the success of Emergent's strategic customers and power users of emergent.</li> <li>Build trusted relationships with executive, business, and technical stakeholders.</li> <li>Drive customer onboarding, adoption, retention, expansion, and overall satisfaction.</li> <li>Act as a strategic advisor helping customers optimize their AI-powered workflows and business outcomes.</li> </ul> <p><br><br></p> <h3><strong>Deliver Technical Excellence</strong></h3> <ul> <li>Guide customers through integrations, deployments, migrations, and scale-related challenges.</li> <li>Lead discussions around APIs, workflows, integrations, automation, and platform architecture.</li> <li>Partner closely with Engineering and Product teams to resolve customer challenges and improve platform reliability.</li> <li>Drive proactive account reviews, health checks, and risk mitigation plans.</li> </ul> <h3><strong>Build Scalable Processes</strong></h3> <ul> <li>Create playbooks, documentation, customer engagement models, and operational processes.</li> <li>Define and track customer success metrics, adoption metrics, and team KPIs.</li> <li>Identify opportunities to improve efficiency and scale customer-facing operations.</li> <li>Drive continuous improvement across onboarding, support, and customer success functions.</li> </ul> <h2><strong>What We're Looking For</strong></h2> <h3><strong>Experience</strong></h3> <ul> <li>8+ years of experience in Technical Account Management, Customer Success Engineering, Solutions Engineering, Technical Support, Professional Services, or related customer-facing technical roles.</li> <li>2+ years of people management experience leading customer-facing teams.</li> <li>Experience managing Strategic customers and executive stakeholders.</li> <li>Proven ability to operate in a fast-paced, high-growth environment.</li> </ul> <h3><strong>Technical Skills</strong></h3> <ul> <li>Strong understanding of APIs, integrations, databases, web applications, and cloud-based architectures.</li> <li>Ability to troubleshoot complex technical issues across application, workflow, integration, and data layers.</li> <li>Experience working closely with Engineering and Product teams.</li> <li>Ability to translate technical concepts into business value for customers.</li> </ul> <h3><strong>Leadership Skills</strong></h3> <ul> <li>Strong customer relationship management and stakeholder management skills.</li> <li>Excellent verbal and written communication skills.</li> <li>Strong analytical and problem-solving abilities.</li> <li>Self-starter with a bias for action and ownership.</li> </ul> <h2><strong>Preferred Qualifications</strong></h2> <ul> <li>Experience with SaaS, AI, developer platforms, or enterprise software products.</li> <li>Familiarity with Python, SQL, REST APIs, Webhooks, and modern application architectures.</li> <li>Experience supporting global strategic customers.</li> <li>Experience building customer success processes in a scaling startup environment.</li> </ul> <h2><strong>Why Join Emergent?</strong></h2> <ul> <li>Lead and shape a critical customer-facing function.</li> <li>Work directly with customers deploying cutting-edge AI solutions.</li> <li>Partner closely with Product, Engineering, and Leadership teams.</li> <li>Help define the future of AI-powered customer experiences.</li> <li>Make a visible impact in a fast-growing company at the forefront of AI innovation.</li> </ul>