Senior Technical Account Manager

Senior Technical Account Manager

The Senior Technical Account Manager is a senior commercially oriented technical advisor within the Lighthouse Commercial team. They manage a portfolio of complex and high-value accounts, partnering closely with Account Executives to drive adoption, retention, and growth.

The role combines strong Lighthouse product and integration expertise with commercial judgment and proactive account management. The Senior TAM acts as a trusted technical advisor to customer stakeholders, identifies risks and opportunities before they become issues, and translates technical capabilities into measurable business value.

Strategic Account & AE Partnership

• Own the technical relationship across a portfolio of complex managed accounts.
• Partner closely with AEs on account strategy, retention, expansion, and renewal planning.
• Proactively identify adoption gaps, technical risks, expansion opportunities, and churn signals.
• Provide usage, adoption, ROI, and technical insights to support renewals and commercial conversations.
• Lead or contribute to QBRs, adoption reviews, renewal preparation, and executive customer engagements.
• Tailor engagement based on account value, complexity, health, and commercial opportunity.

Product & Technical Expertise

• Serve as a senior SME across Lighthouse products, integrations, data, and AI capabilities.
• Understand BI data structures, market codes, OTB vs. Actuals, and common data-quality issues.
• Demonstrate strong knowledge of Connect AI, PMS/OTA connectivity, Rate Insight & Parity, The Hotels Network, Market Insight, and Ernest/Revenue Agent.
• Understand APIs, data flows, PMS/channel integrations, and common integration failure points well enough to scope, diagnose, and explain complex scenarios.
• Own the customer-facing technical narrative while partnering with Customer Care, Engineering, and Product on underlying resolution.

Customer Adoption & Value Realization

• Build account-specific adoption plans that connect Lighthouse capabilities to customer business outcomes.
• Drive sustained adoption of core products, advanced functionality, and AI capabilities.
• Lead best-practice sessions, technical value reviews, and targeted adoption engagements.
• Monitor adoption milestones and proactively intervene when customers are not realizing expected value.
• Develop and share scalable best practices, playbooks, and customer-facing content.

AI-First Account Management

• Actively drive adoption of Ernest/Revenue Agent and other AI capabilities across the portfolio.
• Use Claude, Gemini, and Lighthouse AI tools daily to improve account analysis, preparation, communication, and prioritization.
• Translate AI capabilities into practical customer use cases and measurable outcomes.
• Identify opportunities to automate repetitive account-management activities and improve portfolio scalability.
• Validate AI-generated insights and maintain high standards of accuracy and customer relevance.

Cross-Functional Leadership

• Act as a senior bridge between Commercial, Customer Care, Engineering, Product, and customers.
• Bring structured customer feedback and product insights into internal teams.
• Coordinate complex technical engagements and ensure clear ownership and communication.
• Share technical and commercial best practices with other TAMs and AEs.
• Contribute to improvements in TAM processes, playbooks, tooling, and operating models.

Who you are:

• 6+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, SaaS, or a similar customer-facing technical role.
• Strong understanding of SaaS products, integrations, APIs, data flows, and technical troubleshooting.
• Experience managing complex customer portfolios and working with Account Executives on retention and growth.
• Hospitality technology, revenue management, hotel systems, or comparable domain experience strongly preferred.
• Strong commercial awareness with the ability to connect technical capabilities to business outcomes.
• Excellent communication and presentation skills, including with senior customer stakeholders.
• AI-first mindset with demonstrated daily use of tools such as Claude, Gemini, and AI-powered Lighthouse products.
• Comfortable working with Salesforce, Gainsight, Jira, BI tools, and related platforms.
• Strong analytical and data-literacy skills; SQL/API knowledge is a plus.