Manager, Technical Account Management (TAM) Team (Remote)

As the leading provider of open source database solutions, Percona helps organizations achieve their business and technical goals through world-class database software, support, and services. We are looking for an experienced, customer-focused Technical Account Manager (TAM) Team Manager to lead our global team of Technical Account Managers. Our TAMs serve as trusted advisors and technical advocates for some of Percona's largest and most complex enterprise customers, helping them navigate technical challenges, coordinate internal resources, and maximize the value of their partnership with Percona. In this role, you will be responsible for developing and supporting a high-performing team, ensuring operational excellence, and building strong relationships across Customer Success, Sales, Support, Consulting, and Engineering. You will help the team proactively identify customer needs, remove obstacles, manage escalations, and deliver a consistently excellent customer experience. Our ideal candidate is an organized, proactive, and approachable leader who enjoys bringing people together to solve problems. You communicate clearly, build trust easily, and know how to get things done in a collaborative, cross-functional environment. You have a solid understanding of the database technology landscape and open source ecosystem, but you don't need to be the deepest technical expert in the room. Instead, you know how to leverage the expertise of others, ask the right questions, and ensure the team has the resources and support needed to succeed. WHAT YOU WILL DO Team Leadership & Development Lead, coach, and develop a global team of Technical Account Managers, fostering a collaborative, accountable, and customer-focused culture. Provide regular coaching, performance feedback, and career development opportunities to help team members grow professionally. Manage team capacity, customer assignments, and workload distribution to ensure appropriate coverage and effective utilization of resources. Serve as an accessible, trusted leader who proactively identifies challenges, removes blockers, and advocates for the team's success. Promote knowledge sharing, collaboration, and continuous improvement across the TAM organization. Customer Success & Operational Excellence Oversee the delivery of Technical Account Management services to Percona's strategic and enterprise customers, ensuring a consistently high standard of service. Establish and maintain clear processes, expectations, and best practices for customer engagement, technical account planning, escalations, and internal coordination. Proactively identify customer risks, service delivery challenges, and opportunities to improve the customer experience. Serve as a leadership escalation point for complex customer situations, coordinating with internal stakeholders to drive timely resolution and clear communication. Ensure TAMs are effectively partnering with Customer Success Managers and account teams to support customer retention, satisfaction, and growth. Monitor team performance, customer engagement, and service delivery metrics to identify trends, address gaps, and drive improvements. Cross-Functional Collaboration & Business Alignment Build strong working relationships with Customer Success, Sales, Support, Consulting, Engineering, and Product teams to ensure alignment around customer priorities. Partner with go-to-market teams to support strategic account planning, customer retention, renewals, and expansion opportunities. Work with technical delivery leadership to coordinate resources, resolve operational challenges, and improve the customer experience. Represent the voice of the customer and the TAM team in internal discussions, helping influence service improvements, processes, and business priorities. Contribute to the ongoing development and evolution of Percona's Technical Account Management program, including its service offerings, engagement model, and operational processes. WHAT YOU HAVE DONE 5+ years of experience in Technical Account Management, Customer Success, Technical Services, Support Management, or a related customer-facing role within an enterprise technology organization. 2+ years of experience managing or leading customer-facing teams, with a demonstrated ability to coach, develop, and motivate high-performing professionals. Experience working with large enterprise customers, navigating complex organizational structures, and managing high-priority customer escalations. Working knowledge of database technologies, including MySQL, MongoDB, PostgreSQL, or related database platforms, with an understanding of common database architectures and enterprise use cases. Familiarity with open source technologies, business models, and communities, and an appreciation for the value of open source software. Experience collaborating with go-to-market organizations, including Sales, Customer Success, and technical delivery teams, to support customer retention and growth. Strong organizational and operational skills, with the ability to manage competing priorities, establish clear processes, and drive initiatives to completion. Excellent interpersonal and communication skills, with a demonstrated ability to build trust, navigate challenging conversations, and work effectively with diverse stakeholders. A proactive, solutions-oriented approach with a track record of identifying issues, taking ownership, and removing obstacles. Ability to remain calm under pressure, exercise sound judgment, and effectively manage complex customer or internal situations. Experience working with distributed, cross-functional teams in a remote environment. Fluency in written and spoken English. Ability to work independently with minimal direction and travel up to 10%. Ability to pass required background checks. WHAT WILL MAKE YOU STAND OUT Previous experience leading a Technical Account Management or a similar technical customer-facing organization. Experience in the database software industry, particularly with open source database technologies. Familiarity with cloud infrastructure and DBaaS offerings, including AWS, Microsoft Azure, and Google Cloud. Experience with enterprise support, professional services, or managed services delivery models. Experience developing or scaling customer engagement programs, improving operational processes, or establishing team performance metrics. Familiarity with Customer Success platforms and CRM tools such as Salesforce and Gainsight. Experience working in a global, remote-first organization. Project or program management experience. Why Percona? At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB. Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible throu #J-18808-Ljbffr