Technical Account Manager

Навыки

• AI-агенты
• AWS
• Cloudflare
• Customer Success
• Datadog / New Relic
• GitHub
• Лидерство

О компании и продукте

• Vercel is the agentic infrastructure company. We free people and agents to ship what’s next.
• For more than a decade, Vercel has shaped how the web is built. As the team behind Next.js, v0, and AI SDK, we create products that help builders move from idea to production with speed, security, and exceptional developer experience.
• Now, software is entering a new era, and the next generation of products will not just be used by people. They will be built, extended, and operated by agents.
• We are building the platform for that future, trusted by companies like OpenAI, PayPal, Ramp, Supreme, and millions of developers worldwide . Whether you’re building our products, supporting our customers, growing our community, or shaping our story, you’ll help define what comes next.

Задачи

• Own the post-sales technical relationship for a portfolio of up to three strategic enterprise accounts
• You are the customer's named technical owner, the person their VP of Engineering calls when something matters
• You take this accountability over from the Solutions Architect at deal close, through a formal handover, and you hold it for the life of the engagement
• You co-own each account with the Account Executive, with clear domain boundaries: you own technical, they own commercial, and both of you have veto rights within your domain
• You run a defined cadence with each account: weekly 30-minute check-ins, monthly business reviews, quarterly QBRs, and an annual roadmap workshop
• This cadence is a floor, not a ceiling
• Lead post-incident pattern ownership and technical triage
• You are not the 24/7 first call
• Customer Support remains the front line, but when an incident escalates or a pattern emerges across multiple incidents, you take ownership
• You drive the post-mortem, identify the architectural root cause, and own the remediation roadmap
• You commit to responding within 4 business hours to any P1/P2 escalation routed to you, and you are the customer’s escalation path when standard Support channels need acceleration
• Drive proactive technical strategy, cost optimization, and architectural guidance
• You spend the majority of your time on work the customer doesn't yet know they need: architectural reviews, technical risk mapping, cost and usage optimization, pre-launch readiness assessments, and translating Vercel's product evolution into specific opportunities for the customer's business
• These are jobs Vercel does for many customers through the Solutions Architecture function
• On your accounts, you do them deeper, more often, and with sustained context that a generalist SA can't match
• The best TAMs save customers more than the cost of the engagement through this work alone
• code that ships to a customer’s production environment is not
• over time, this will operate through defined cross-functional service-level agreements you help establish
• Carry primary accountability for renewal of the TAM engagement on each of your accounts
• The Senior TAM SKU is renewed annually
• Your customers’ decision to renew is the most honest measure of the value you’ve delivered
• You will be measured against a 90%+ TAM SKU renewal rate, with supporting metrics including TAM-specific CSAT (target 4.5/5+), escalation responsiveness against the 4-hour SLA (target 95%+), and influence on Professional Services and FDE attach

Требования

• 5+ years in customer-facing technical roles at a platform, infrastructure, or developer tools company, including Technical Account Management, Solutions Architecture, Developer Success Engineering, Customer Support Engineering, Field Engineering, or hands-on technical consulting
• You have personally owned customer relationships at the $1M+ ACV tier, including running QBRs, leading roadmap workshops, navigating procurement and legal, and surviving renewal cycles
• Deep production experience with Next.js and the Vercel platform
• You have architected, debugged, and optimized production systems built on Vercel - not as a casual user, but as someone a customer’s senior engineer would trust on a Sev-1 call
• You can speak fluently about App Router internals, ISR and caching strategies, Fluid Compute, the AI SDK, and the cost-optimization patterns that distinguish a healthy Vercel deployment from a runaway one
• This is non-negotiable for the role
• Demonstrated track record of getting things done across organizations without formal authority
• You have specific examples of times you drove a complex technical outcome that required coordination across Engineering, Product, and Support orgs at a previous company
• You are comfortable holding senior internal stakeholders accountable to commitments they have made to your customers, and you escalate quickly when blocked rather than letting issues drift
• Strong written communication, particularly for executive and incident contexts. You write clear incident summaries, executive readouts, and post-mortems. You can compress a complex technical situation into a one-page summary a CTO will read and act on. Most TAM candidates over-index on verbal communication
• we particularly value written
• Comfortable as a peer to senior technical leadership
• You can sit in a room with a Fortune 500 CTO, push back on a flawed technical decision with confidence and respect, and leave the room with the relationship strengthened
• You are comfortable making the case for an unpopular recommendation when you believe it is right for the customer
• Willing to travel approximately 4-8 times per year to customer offices for QBRs, the annual roadmap workshop, and incident retrospectives
• We align Senior TAMs to the time zone of the customer’s technical team, so most travel will be within your region
• Comfortable taking over a customer relationship from a colleague
• A meaningful portion of your accounts will be transitioned to you from a Solutions Architect at deal close, through a structured handover
• You can absorb context quickly, build trust with a customer who didn't choose you, and continue a relationship someone else started without making it feel like a step backward for the customer
• Have hands-on experience with AI agent development, particularly using the Vercel AI SDK, MCP servers, or similar frameworks

Будет плюсом

• Have prior experience as a Technical Account Manager at a hyperscaler, infrastructure platform, or developer-tools company (AWS, Cloudflare, MongoDB, Snowflake, Datadog, GitHub, etc.)
• Have led FinOps or cloud cost-optimization engagements at scale
• Have run an annual technical roadmap workshop or “Well-Architected Review”-style engagement with an enterprise customer
• Have experience transitioning from a delivery or support role into a customer-owning role, and can articulate what changed in how you operated
• Have direct experience as a Solutions Architect or Customer Success role at a developer platform or infrastructure company, particularly one with a similar split between pre-sales SA and post-sales technical ownership

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