Senior Technical Account Manager
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Job Description
Senior Technical Account Manager at Armada ensuring the success and optimization of SaaS product Atlas for customers. Owns the post-deployment technical success with a focus on adoption and expansion.
Responsibilities:
- Serve as the primary technical point of contact (L1) for Atlas customers post go-live
- Own the short and long-term technical success and health of assigned accounts
- Build trusted, durable relationships with customer engineering, IT, platform, and operations teams
- Act as the customer’s advocate inside Armada for platform improvements and roadmap alignment
- Is main contact point during escalations and drives resolution
- Collaborates with AEs to co-deliver QBRs
- Build, maintain, and continuously drive Joint Success Plans with customers
- Align Atlas platform capabilities to customer business objectives, operational KPIs, and success criteria
- Use the Joint Success Plan as the system of record for priorities, milestones, risks, and outcomes
- Regularly review and update success plans with customer stakeholders and Armada leadership
- Ensure success plans directly inform adoption strategy, roadmap discussions, and expansion planning
- Drive deep adoption of Atlas capabilities including monitoring, lifecycle management, governance, and automation
- Help customers integrate Atlas into existing workflows, tooling, and operational processes
- Identify usage gaps, friction points, and opportunities to expand Atlas value
- Guide customers from initial usage into advanced, production-grade operating patterns
- Identifies applications to be integrated into Marketplace and drives the execution of this integration
- Supports customers to self-onboard assets which are not covered by Support like SD-WAN and others
- Supports the customers with asset management best practices
- Trains new users to use Atlas in a proficient way
- Accelerate time-to-value by prioritizing high-impact Atlas use cases
- Translate platform usage into measurable outcomes such as improved uptime, operational efficiency, and reduced complexity
- Track, quantify, and communicate realized value through structured reviews and health checks
- Monitor platform health, usage trends, and operational signals across assigned accounts
- Proactively identify risks, misconfigurations, or adoption challenges before they impact customers
- Coordinate with Support, Engineering, and Product teams to resolve issues efficiently
- Ensure customers operate Atlas in a secure, stable, and scalable manner
- Support customers in aligning Atlas usage with security, access control, audit logs, and governance expectations
- Partner with customer security and compliance teams as needed
- Maintain disciplined operational hygiene, documentation, and access management
- Identify Atlas-led expansion opportunities including additional users, environments, or use cases
- Partner with Sales and Customer Success leadership on expansion planning, grounded in the Joint Success Plan
- Provide technical validation and guidance for Atlas-driven growth opportunities
- Work closely with Support teams responsible for Atlas onboarding and deployment
- Partner with Product and Engineering to provide structured feedback based on real customer usage
- Collaborate with regional GTM and Customer Success teams to ensure seamless customer experience
Requirements:
- 8+ years of experience in technical account management, customer success engineering, platform engineering, or SRE-adjacent roles
- Strong experience supporting enterprise SaaS platforms in production environments
- Deep understanding of cloud platforms, distributed systems, and operational tooling
- Proven ability to build and drive Joint Success Plans tied to measurable outcomes
- Ability to explain complex technical concepts clearly to engineers and executives
- Strong written and verbal communication skills.
Benefits:
- Medical, dental, and vision (subsidized cost)
- Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)
- Retirement plan options, including 401(k) and Roth 401(k)
- Unlimited paid time off (PTO)
- 14 paid company holidays per year
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