Technical Account Manager

Technical Account Manager

As a Technical Account Manager focused on customer deployment, you'll own the technical success of new customers from kickoff through initial production rollout and early expansion. You'll be the person customers call when they need to understand how Cogent fits into their stack, unblock an integration, or get executive buy-in for a broader rollout. You'll partner closely with Sales, Product, Engineering, and Support to make sure deployments land on time, configurations match real-world needs, and customers see measurable value fast.

This is a hands-on, customer-facing role for someone who enjoys the mix of technical depth, project ownership, and relationship building — and who knows that a great deployment experience is the foundation of a long-term account.

Responsibilities include:

• Owning the end-to-end deployment journey for new customers, from technical kickoff through go-live and early adoption milestones.
• Building and maintaining customer-specific deployment plans, including timelines, success criteria, integration requirements, and risk mitigation.
• Serving as the primary technical point of contact during deployment, translating between customer engineering teams and Cogent's Product and Engineering organizations.
• Leading architecture and integration discussions, advising customers on best practices for scale, security, and reliability in their environment.
• Troubleshooting complex technical issues during rollout — debugging configurations, API integrations, authentication flows, and data pipelines — and driving them to resolution.
• Developing reusable playbooks, runbooks, and deployment artifacts that help every future customer get to value faster.
• Partnering with Sales and Customer Success to identify expansion opportunities surfaced during deployment and hand off accounts cleanly once customers are in steady state.
• Advocating for customers internally by surfacing product gaps, documentation needs, and deployment friction to Product and Engineering.
• Contributing to internal tooling and process improvements that scale the deployment function as Cogent grows.

Qualifications include:

• 5+ years of experience in a technical, customer-facing role — Technical Account Manager, Solutions Engineer, Deployment Engineer, Implementation Consultant, or similar.
• Proven track record leading technical deployments or implementations for enterprise or mid-market B2B SaaS customers.
• Strong technical foundation: comfortable reading and discussing code, reasoning about APIs and authentication, working in the command line, and navigating cloud infrastructure (AWS, GCP, or Azure).
• Familiarity with modern data and integration patterns — REST and webhooks, SSO/SAML/OIDC, containerization, CI/CD concepts.
• Excellent written and verbal communication skills; you can explain a system to a developer and a business outcome to a VP in the same afternoon.
• Project management instincts — you naturally break work into milestones, manage competing priorities, and keep stakeholders aligned without heavy process.
• A bias toward ownership: when something falls between teams, you pick it up and make sure it gets done.
• Comfort working remotely across time zones and traveling occasionally (roughly 10–20%) for customer on-sites and company gatherings.
• Experience at a high-growth SaaS or infrastructure company during a scaling phase.
• Background in software engineering, DevOps, or site reliability.
• Prior experience building a deployment or onboarding function — not just executing within one.
• Working knowledge of Python, SQL, or a scripting language you reach for to automate the tedious parts of the job.
• Prior experience working in Cyber-Security