Technical Account Manager at BigPanda

Job description

Location requirements: Remote based role. Open to candidates in the United States. About the Role: At BigPanda, the Technical Account Manager (TAM) is the post-sales equivalent of a Sales Engineer — the technical heartbeat of the customer relationship long after the deal closes. You sit at the intersection of deep product expertise and strategic account partnership, helping enterprise IT and operations teams continuously unlock value from the BigPanda AIOps platform. This role exists because our customers' success is not a one-time event — it's an ongoing technical and business journey, and you are their guide for it. You will protect and grow revenue by turning adoption into outcomes. What you will do: Own a book of named accounts across our tiering structure Drive technical adoption across the BigPanda platform by identifying underutilized capabilities, building action plans, and guiding customers toward measurable improvements in incident management, correlation, and automation. Lead regular customer touchpoints — cadenced working sessions, health checks, and executive QBRs — ensuring each account has a clear roadmap and a visible path to value. Partner with Account Managers on renewal planning, surfacing risk signals 3–6 months in advance and positioning expansion opportunities tied to demonstrated platform value. Collaborate with field Sales Engineers on POV engagements when expansion opportunities are uncovered — running the technical track jointly, learning the sales cycle, and earning a 50/50 split on resulting opportunities. Serve as the internal voice of the customer — routing feedback to Product, escalating support issues, and advocating for the customer's priorities across PS, Support, and Engineering. Build and maintain relationships with technical champions and power users within accounts, ensuring BigPanda is embedded deeply enough to withstand organizational change. Work with customers to quantify and articulate how the platform provides them value. Identify and qualify cross-sell and upsell opportunities within your accounts, working alongside the AM and AE to position additional offerings where there is genuine customer fit. What skills and experience you’ll bring to BigPanda: Required: 3+ years in a post-sales technical role — Solutions Engineer, Technical CSM, Implementation Engineer, or equivalent — with direct ownership of enterprise customer relationships. Demonstrated ability to navigate both technical and business conversations in the same account; you are equally comfortable in a whiteboard session with an architect and a value conversation with a VP of IT Operations. Hands-on experience with monitoring, observability, incident management, or ITSM tooling (e.g., ServiceNow, Splunk, PagerDuty, Datadog, or equivalent). Working knowledge of RESTful APIs, scripting (Python, JavaScript, or similar), and integration patterns — enough to guide customers through technical configurations and troubleshoot independently. Strong relationship management instincts: you proactively communicate, flag risk early, and follow through on commitments without being managed to do so. High emotional intelligence — you read the room, adapt your communication style to your audience, and build trust quickly with both technical teams and business stakeholders. Nice to Have: Prior experience as a BigPanda customer, administrator, or implementation partner. Familiarity with value-selling frameworks such as MEDDPICC or Command of the Message. Experience in or supporting a NOC, SRE, or IT Operations environment. Exposure to AIOps, event correlation, or machine learning concepts in an enterprise context. Experience working alongside a quota-carrying sales team on expansion or upsell motions. WHAT SUCCESS LOOKS LIKE IN YEAR 1 Your assigned accounts maintain or improve gross retention, with renewal risk identified and actively managed at least 90 days in advance for every account in your book. You have established a consistent cadence