Technical Account Manager

We are looking to hire a manager who will build a brand new team of frontline TAMs who will be
responsible for managing the success of our customers across our global Commercial segment
(companies with up to 3,000 employees). Your role will be to build and manage the team that will ensure
that our current customers gain the most value from their dbt Cloud deployment, leading to renewals and
expansions. To achieve this, your team will monitor an existing book of business, create 1:many
communications to keep in touch with customers, lead technical discussions with customers, uncover new
data challenges, and showcase how dbt Cloud can address their needs through live demos and technical
workshops. Your team will be supporting a global customer base, so will need to work shifts covering
global regions.
Internally, you will help our team as we continue to build out our processes and playbooks and act as the
voice of the customer to ensure that we continue to build product that solves real problems and delights
our customers.
In this role, you can expect to:
Successfully hire, onboard, ramp, and retain a new team of Technical Account Managers
Drive your team to ensure the success of our customers by understanding their data challenges
and identifying opportunities for dbt Cloud to alleviate their pain and help them achieve their goals
to support expansion and renewals
Identify opportunities for us to improve our processes and work towards building solutions to
these gaps, including building out playbooks and internal content to ensure the success of your
team
Set shift schedules for the team that will balance coverage of our global account base
Work with the broader team to improve the way we work together, be the voice of the customer in
product discussions, and participate in other cross-functional activities
Complete regular reviews of your teams work and deliver clear, actionable feedback
You are a good fit if you:
Have significant experience in Technical Account Management (or similar post-sales technical
role), ideally at a company with a Cloud SaaS offering
Have experience as a people manager, preferably at a growth-stage startup
Have established a new team or function and scaled it to at least 6-8 people
Have worked on a global team you are familiar with follow-the-sun work allocation, the
nuances of coaching TAMs through local cultural sensitivities amongst customers and varying
your management style to account for local norms
Have strong project/program management skills you are a highly structured arranger and
facilitator and are energized by bringing order to chaos
Have solid technical background - you have a strong understanding of data engineering and data
analytics workflows, data warehousing architectures, and are SQL proficient
Are excited about working towards continuous improvement and building out the processes and
playbooks to enable your team to be successful as we build out this new function as a business
You'll have an edge if you have:
Can perform analyses with self-service analytics (Looker, Hex)
Have experience with ancillary tools, managing data infrastructure, APIs, etc
What to expect in the hiring process (all video interviews unless accommodations are needed):
1. Interview with Talent Acquisition Partner
2. Interview with Hiring Manager
3. Follow-up task and task review call
4. Team interview rounds
Employees in this role may be required to work overnight shifts and
Philippines holidays.
We are looking for people who...
have a creative attitude towards problem solving
set clear expectations with customers on next steps and then meet or exceed them
surprise and delight customers, even when problems are not solved quickly
In this role you will...
Support customers through diverse channels: tickets, email, and video, managing a diverse range
of issues from simple queries to intricate technical dilemmas.
Build and deepen your technical expertise across all facets of dbt Cloud, ensuring you're always
ready to assist with any challenge.
Take ownership of customer challenges, from initial troubleshooting to resolution.
Enhance our documentation, ensuring it's both technically accurate and easily understood.
Proactively seek out professional development opportunities, always aiming to bring more to our
team and our users.
Learn dbt Core and dbt Cloud and build technical expertise broadly across all areas of our
product
You are a good fit if you have...
Demonstrated expertise in coding languages, SQL, APIs, and understanding network requests.
Exceptional written and verbal communication skills.
A genuine drive for solving problems and helping others.
A strong technical foundation, especially within a SaaS support environment.
Prior experience in roles that merge the technical with the client-facing, such as engineering
support or customer success.
Experience building documentation or technical how-to guides using a variety of media (text,
images, video)
A creative attitude towards problem solving, and enjoy working directly with business