Sr. Technical Account Manager

You Will

• Advise early-adopter customers on architectural best practices and product adoption during high-priority product launch windows.
• Operate within strict Rules of Engagement (ROE) where the Core TAM retains ultimate account ownership, proactively managing potential friction or overlapping responsibilities.
• Lead targeted, time-boxed technical sprints with high-value customers to bridge the technical value gap post-sale.
• Execute structured account handbacks to Core TAM teams using established transition and exit criteria once defined adoption thresholds or playbooks are met.
• Partner effectively with neighboring technical motions, such as the Forward Deployed Engineering (FDE) team, to align strategic customer roadmaps with product capability rollouts.
• Capture high-fidelity technical telemetry directly from early adopters, translating raw field friction into actionable, ARR-weighted product signals for Product Management and Engineering.
• Coordinate closely with Product Acceleration Team (PAT) specialists to smoothly transition technical workloads into the TAM organization.
• Evaluate early-stage software and co-author the operational "Go/No-Go" criteria that dictate when an NPI capability is ready for broad TAM support.
• Act as an elite response squad during high-priority NPI launches to prioritize accounts, absorb heavy technical workloads, and unburden core TAM teams during early performance regressions.
• Document repeatable adoption patterns, configuration models, and expansion triggers into structured engineering playbooks to move beyond 1:1 consulting deep dives.
• Partner directly with the TAM 1:Many / Knowledge Scaling function to design and deliver programmatic content, scaling your specialized expertise to make over 100+ global TAMs proficient in new solutions.

Requirements

• 8+ years of total experience in information technology, with at least 4 years of hands-on experience as a Technical Account Manager (TAM), Solutions Architect, Technical Consultant, or comparable practitioner role in the IAM space.
• Deep technical credibility and domain expertise in SaaS infrastructure, the Software Development Life Cycle (SDLC), and modern Identity landscapes.
• Working proficiency in the following core IAM areas:
  • Technologies and protocols to support identity federation and robust access control models (e.g., SAML 2.0, WS-Federation, OAuth, OpenID Connect).
  • Legacy applications in a hybrid IT environment with non-standard applications (i.e. those that do not support modern identity federation protocols).
  • Enterprise applications in the ecosystem to provide identity and attributes to applications or to harness an external application to help drive business processes (ITSM, HR, etc).
  • SaaS deployment such as Salesforce, Box, Office 365, Workday and HR as master for identities.
  • Lifecycle management scenarios to 3rd party systems and applications (Workflows, HR-driven provisioning, MSFT integrations, SCIM, etc).
  • Security and performance monitoring, and 3rd party signals integrations (SEIM, MDM, WAF, etc).
• Clear engineering intuition to instantly distinguish a customer configuration gap from a core platform defect or a systemic load constraint like Requests Per Second (RPS) limits.
• Strong operational understanding of web-scale infrastructure dimensions including Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).
• Proven product intuition with the ability to look at a chaotic customer environment, extract underlying technical friction, and translate it into a data-backed business case for Product Managers.
• Exceptional EQ and diplomatic skills to handle sensitive customer escalations, navigate a matrixed global organization without direct authority, and resolve cross-team friction.
• Builder mindset with a history of success turning unstructured, early-stage ambiguity into clean, repeatable systems, metrics, and processes.
• Excellent communication skills, with the ability to set expectations and communicate goals and objectives with customers at various levels, from a developer to a CIO.

Education

BA/BS/MS in Computer Science, Information Technology or related discipline OR equivalent work experience required.

Compensation & Benefits

• Annual On Target Compensation (OTE) range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington.
• OTE is inclusive of base salary and incentive compensation.
• Equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave).