Technical Account Manager (TAM)

About ThoughtSpot

ThoughtSpot is an AI-Powered Analytics company. Our mission is to create a more fact-driven world by building technology that makes it easy for anyone to get answers from data—in seconds, using natural language. Thousands of enterprise customers including Walmart, T-Mobile, and Snowflake trust ThoughtSpot to power data-driven decisions at scale.

Our SRE organization is the operational backbone that ensures customers realize continuous, reliable value from the ThoughtSpot platform. As we grow our Enterprise and Strategic account base, we are creating the Technical Account Manager (TAM) role—a new, high-impact function sitting at the intersection of reliability engineering, customer success, and technical strategy.

Role Overview:

As a Technical Account Manager at ThoughtSpot, you will be the dedicated technical partner for our most strategic enterprise accounts. You own the technical health, operational continuity, and long-term success of your assigned customer portfolio.

The TAM bridges the gap between reactive support and proactive partnership. You will deeply understand each customer’s technical environment, business goals, and usage patterns—then translate that knowledge into action: accelerating issue resolution, de-risking complex deployments, guiding architecture decisions, and influencing ThoughtSpot’s roadmap based on real customer needs.

This is not a traditional account management role. Success here requires genuine hands-on technical depth in cloud infrastructure, SaaS operations, and data analytics platforms—combined with the executive presence to navigate strategic conversations at the CTO/VP level.

What you'll do:

1. Proactive Technical Partnership

• Serve as the primary technical point of contact for assigned Strategic and Enterprise accounts, building trusted advisor relationships with customer technical stakeholders (Architects, IT Leads, Data Engineers, VP/CxO).
• Develop deep knowledge of each customer’s ThoughtSpot deployment—architecture, integrations, usage patterns, business workflows, and SLAs.
• Conduct regular proactive Technical Health Reviews, identifying risks, optimization opportunities, and gaps before they become incidents.
• Own and maintain comprehensive account technical plans covering current-state architecture, roadmap alignment, risk registry, and success milestones.

2. Incident & Escalation Management

• Act as the internal escalation owner and customer-facing technical lead for P1/P2 incidents on your accounts—orchestrating SRE, Engineering, and Product resources through to resolution.
• Provide timely, clear, and accurate status updates directly to customer technical and executive stakeholders during active incidents, maintaining trust under pressure.
• Lead structured Post-Incident Reviews (PIRs), driving root cause analysis, identifying corrective actions, and ensuring follow-through to prevent recurrence.
• Maintain and enforce incident severity classification standards and escalation SLAs across your account portfolio.

3. Technical Advisory & Architecture Guidance

• Guide customers through complex technical decisions: cloud migrations, data source integrations, performance tuning, security configurations, high-availability setups, and embedding ThoughtSpot in their products.
• Review customer deployment architectures and provide expert recommendations aligned to ThoughtSpot best practices and the customer’s scale goals.
• Conduct technical workshops, onboarding deep-dives, and enablement sessions to accelerate product adoption and proficiency.
• Advise on upgrade strategies, feature adoption roadmaps, and API integration patterns to maximize platform value.

4. Cross-Functional Orchestration

• Coordinate across SRE, Engineering, Product, Security, and Professional Services to deliver unified outcomes for customers—ensuring clarity of ownership, next steps, and accountability.
• Serve as the voice of the customer internally: synthesizing feedback, surfacing patterns, and influencing product roadmap prioritization with evidence-based input.
• Collaborate with Customer Success Managers and Account Executives on renewal risk signals, expansion opportunities, and executive business reviews (EBRs/QBRs).
• Partner with Support Engineering to triage, route, and resolve complex product issues that require deep platform expertise.

5. Customer Outcomes & Retention

• Drive measurable customer outcomes: improved platform adoption, reduced time-to-resolution, lower escalation frequency, and increased self-sufficiency.
• Prepare and deliver data-driven Executive Business Reviews (EBRs) presenting health status, operational improvements, risk posture, and strategic recommendations.
• Track and report on account health KPIs including CSAT, SLA adherence, escalation rate, product adoption breadth, and renewal risk.
• Directly contribute to revenue retention and expansion by identifying technical use-case growth opportunities and communicating them to the account team.

What You Bring:

Required Qualifications

• 5–8 years of experience in a Technical Account Management, Customer Success Engineering, SRE, or senior Technical Support role within an enterprise SaaS or cloud analytics company.
• Strong hands-on understanding of cloud infrastructure (AWS, GCP, or Azure)—including compute, storage, networking, Kubernetes, and managed data services.
• Proficiency in SQL and data querying; familiarity with data warehousing concepts (Snowflake, BigQuery, Redshift, Databricks) is highly valued.
• Proven ability to manage and lead P1/P2 incident response end-to-end, including customer communication and post-mortem facilitation.
• Experience working with enterprise customers at both technical (engineer/architect) and executive (VP/CxO) levels.
• Excellent written and verbal communication skills—able to translate complex technical issues into clear business language and vice versa.
• Strong organizational skills with the ability to manage a portfolio of 3–4 accounts simultaneously while maintaining quality and responsiveness.
• Demonstrated ability to operate independently in a fast-moving environment with ambiguous requirements.

Preferred Qualifications

• Prior experience with ThoughtSpot, Tableau, Looker, Power BI, or comparable BI/analytics platforms.
• Familiarity with observability tools (Grafana, Prometheus, Datadog, PagerDuty, Splunk).
• Understanding of SAML/SSO, OAuth, REST API integrations, and enterprise security configurations.
• Experience in an on-call rotation or 24x7 support environment for enterprise SaaS.
• Knowledge of ITIL, SOC 2, or ISO 27001 compliance frameworks and customer audit support.
• Basic scripting ability in Python or Bash for data analysis and light automation.
• Relevant certifications: AWS/GCP/Azure Solutions Architect, Kubernetes (CKA), ITIL, or PMP.