Senior Technical Account Manager

About the role

The serves as the primary technical and operational point of contact for strategic ISP and Enterprise customers, acting as a trusted advisor. This individual combines strong technical aptitude with exceptional communication skills to navigate both technical and business discussions effectively. They will build deep knowledge of customer environments, ISP operational workflows, and the Plume platform to drive successful adoption at scale. The role requires a bias for action and the ability to coordinate cross-functional efforts between customers and internal teams like Product, Engineering, and Support. The ideal candidate is not a software engineer embedded in Customer Success but rather a bridge who leverages tools and teams to drive outcomes. They will translate customer feedback into actionable recommendations while developing and maintaining trusted relationships with key stakeholders.

Key facts

What you'll do

• Serve as the primary technical and operational point of contact for assigned strategic customer accounts, ensuring alignment with business objectives.
• Build and maintain trusted relationships with ISP and Enterprise technical stakeholders, understanding their unique operational challenges and goals.
• Coordinate cross-functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams to streamline workflows and remove blockers.
• Drive technical issue resolution and escalation management, providing clear follow-through until problems are fully closed to the satisfaction of the customer.
• Support customer onboarding, deployments, integrations, release planning, and operational readiness to ensure smooth transitions and platform adoption.
• Help customers successfully adopt and operationalize Plume platform capabilities and tools, including usage of APIs, reporting tools, dashboards, and operational workflows.
• Facilitate troubleshooting sessions and coordinate investigations across multiple internal and external technical teams to resolve complex issues efficiently.
• Analyze trends, recurring issues, and operational gaps to identify opportunities for proactive improvements in customer outcomes and platform performance.
• Create and maintain clear customer-facing documentation, operational processes, and internal runbooks to support consistent and scalable engagement practices.
• Lead regular technical reviews, status meetings, and customer operational governance discussions to keep stakeholders informed and aligned.
• Assist customers with platform usage optimization, ensuring they derive maximum value from Plume's SaaS solution for smart homes, small businesses, and enterprises.
• Translate customer feedback into actionable recommendations for Product and Engineering teams, influencing roadmap decisions and feature enhancements.
• Help drive alignment across internal and external stakeholders to achieve shared goals, timelines, and successful project delivery.
• Partner with Engineering and Support teams on complex technical escalations, providing context and guidance to resolve high-impact issues.
• Contribute to the development of TAM operational processes, best practices, and customer engagement models that can be scaled across the organization.

Requirements

• Hold a Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Demonstrate strong technical aptitude and the ability to understand complex technical concepts and translate them for diverse audiences.
• Bring excellent communication skills, including the ability to confidently participate in both technical and business discussions with executive-level stakeholders.
• Show proven experience in customer-facing, technical, or operational roles where stakeholder management and issue resolution are critical responsibilities.
• Exhibit strong problem-solving skills and a methodical approach to troubleshooting, with the ability to manage multiple priorities in a fast-paced environment.
• Display comfort working with data, platform tools, APIs, and operational workflows to analyze performance and drive improvements.
• Have the ability to collaborate effectively with cross-functional teams, including Product, Engineering, Support, and Delivery, to achieve shared objectives.
• Demonstrate ownership and accountability for customer outcomes, showing resilience and initiative when addressing challenging situations.
• Be willing to travel as required to support customer engagements and on-site deployments, based on business needs and operational demands.
• Possess the right to work in the country of assignment and comply with all relevant employment, visa, and regulatory requirements.

Practical notes

• Engagement type and specific hours are to be confirmed from the source documentation and hiring team.
• Visa sponsorship and travel requirements apply, with details to be clarified during the hiring process.
• This document reflects the original job description from SOURCE and does not include any additional assumptions or modifications.