Staff Technical Account Manager

Staff Technical Account Manager

ThoughtSpot Mountain View, California, United States

About this position

What you'll do:

1. Proactive Technical Partnership

Serve as the primary technical point of contact for assigned Strategic and Enterprise accounts, building trusted advisor relationships with customer technical stakeholders (Architects, IT Leads, Data Engineers, VP/CxO). Develop deep knowledge of each customer’s ThoughtSpot deployment—architecture, integrations, usage patterns, business workflows, and SLAs. Conduct regular proactive Technical Health Reviews, identifying risks, optimization opportunities, and gaps before they become incidents. Own and maintain comprehensive account technical plans covering current-state architecture, roadmap alignment, risk registry, and success milestones.

2. Incident & Escalation Management

Act as the internal escalation owner and customer-facing technical lead for P1/P2 incidents on your accounts—orchestrating SRE, Engineering, and Product resources through to resolution. Provide timely, clear, and accurate status updates directly to customer technical and executive stakeholders during active incidents, maintaining trust under pressure. Lead structured Post-Incident Reviews (PIRs), driving root cause analysis, identifying corrective actions, and ensuring follow-through to prevent recurrence. Maintain and enforce incident severity classification standards and escalation SLAs across your account portfolio.

3. Technical Advisory & Architecture Guidance

Guide customers through complex technical decisions: cloud migrations, data source integrations, performance tuning, security configurations, high-availability setups, and embedding ThoughtSpot in their products. Review customer deployment architectures and provide expert recommendations aligned to ThoughtSpot best practices and the customer’s scale goals. Conduct technical workshops, onboarding deep-dives, and enablement sessions to accelerate product adoption and proficiency. Advise on upgrade strategies, feature adoption roadmaps, and API integration patterns to maximize platform value.

4. Cross-Functional Orchestration

Coordinate across SRE, Engineering, Product, Security, and Professional Services to deliver unified outcomes for customers—ensuring clarity of ownership, next steps, and accountability. Serve as the voice of the customer internally: synthesizing feedback, surfacing patterns, and influencing product roadmap prioritization with evidence-based input. Collaborate with Customer Success Managers and Account Executives on renewal risk signals, expansion opportunities, and executive business reviews (EBRs/QBRs). Partner with Support Engineering to triage, route, and resolve complex product issues that require deep platform expertise.

5. Customer Outcomes & Retention

Drive measurable customer outcomes: improved platform adoption, reduced time-to-resolution, lower escalation frequency, and increased self-sufficiency. Prepare and deliver data-driven Executive Business Reviews (EBRs) presenting health status, operational improvements, risk posture, and strategic recommendations. Track and report on account health KPIs including CSAT, SLA adherence, escalation rate, product adoption breadth, and renewal risk. Directly contribute to revenue retention and expansion by identifying technical use-case growth opportunities and communicating them to the account team.

What you'll bring in:

Required Qualifications

5–8 years of experience in a Technical Account Management, Customer Success Engineering, SRE, or senior Technical Support role within an enterprise SaaS or cloud analytics company. Strong hands-on understanding of cloud infrastructure (AWS, GCP, or Azure)—including compute, storage, networking, Kubernetes, and managed data services. Proficiency in SQL and data querying; familiarity with data warehousing concepts (Snowflake, BigQuery, Redshift, Databricks) is highly valued. Proven ability to manage and lead P1/P2 incident response end-to-end, including customer communication and post-mortem facilitation. Experience working with enterprise customers at both technical (engineer/architect) and executive (VP/CxO) levels. Excellent written and verbal communication skills—able to translate complex technical issues into clear business language and vice versa. Strong organizational skills with the ability to manage a portfolio of 3–4 accounts simultaneously while maintaining quality and responsiveness. Demonstrated ability to operate independently in a fast-moving environment with ambiguous requirements.

Preferred Qualifications

Prior experience with ThoughtSpot, Tableau, Looker, Power BI, or comparable BI/analytics platforms. Familiarity with observability tools (Grafana, Prometheus, Datadog, PagerDuty, Splunk). Understanding of SAML/SSO, OAuth, REST API integrations, and enterprise security configurations. Experience in an on-call rotation or 24x7 support environment for enterprise SaaS. Knowledge of ITIL, SOC 2, or ISO 27001 compliance frameworks and customer audit support. Basic scripting ability in Python or Bash for data analysis and light automation. Relevant certifications: AWS/GCP/Azure Solutions Architect, Kubernetes (CKA), ITIL, or PMP.

Hybrid Work at ThoughtSpot

Spotters are expected in-office 3 days per week to experience the energy of their local office. This approach balances the benefits of in-person collaboration and peer learning with the flexibility needed by individuals and teams.

About ThoughtSpot

The world’s most innovative companies turn to ThoughtSpot’s AI-Powered Analytics to put data in the hands of everyone, from the C-suite to the frontline. With simple, natural language search and AI, anyone can ask questions, discover insights, and act with confidence. Unlike legacy tools that sacrifice performance for complexity, ThoughtSpot is intuitively designed for every business user while being built to handle the most complex, large-scale data, wherever it resides. This unique combination of speed and simplicity is why enterprise leaders trust ThoughtSpot to transform decision-making into a truly data-driven culture.

At ThoughtSpot, we’re a curious, data-driven bunch. We believe the world works better when everyone has access to facts. That’s why we build products that make asking and answering data questions as natural as having a conversation.

Mandatory and Required Skills for All ThoughtSpot Roles

Spotters are expected to demonstrate AI literacy and workflow integration to include to ability to: Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality. Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality. Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions. Write effective prompts to get the most accurate and creative results from AI tools.

Spotters are expected to exemplify these key traits and AI Mindset: Curiosity in exploring new AI tools Adaptability to quickly learn and implement new, emerging AI technologies Critical thinking to know when to identify when AI should be used versus when human judgement is necessary

AI Mindset for All Spotters

At ThoughtSpot, we believe AI is a necessary and essential part of how we work. Every role, across every team, is expected to be fluent and comfortable with using AI to do their best work.

All Spotters are expected to experiment with ThoughtSpot’s AI tools (like Spotter and SpotterViz) and leading industry LLMs to streamline workflows, enhance output, and uncover new insights. Whether drafting content, analyzing data, or summarizing documents, AI is a daily partner. We value curiosity, openness to learning, and thoughtful application of AI to create real value. Training and resources are provided so every Spotter can confidently create with AI.

ThoughtSpot for All

At ThoughtSpot, diverse teams build better products. Complex data problems need many perspectives, not just one. We welcome different backgrounds, identities, and experiences, and we work to create a place where everyone can be themselves and do their best work. If this role excites you and you believe you’re a strong match, we encourage you to apply.

What Makes ThoughtSpot a Great Place to Work?

ThoughtSpot is the Agentic Analytics Platform that empowers every enterprise to transform insights into action, on a mission to make the world more fact driven. We hire people with unique identities, backgrounds, and perspectives — this balance-for-the-better philosophy is key to our success. When paired with our culture of Trust, Customer Obsession, Innovation and Intensity, ThoughtSpot cultivates a respectful culture that pushes norms to create world-class products. If you’re excited by the opportunity to work with some of the brightest minds in the business and make your mark on a truly innovative company, we invite you to read more about our mission, and apply to the role that’s right for you.

Role Overview

As a Technical Account Manager at ThoughtSpot, you will be the dedicated technical partner for our most strategic enterprise accounts. You own the technical health, operational continuity, and long-term success of your assigned customer portfolio.

The TAM bridges the gap between reactive support and proactive partnership. You will deeply understand each customer’s technical environment, business goals, and usage patterns—then translate that knowledge into action: accelerating issue resolution, de-risking complex deployments, guiding architecture decisions, and influencing ThoughtSpot’s roadmap based on real customer needs.

This is not a traditional account management role. Success here requires genuine hands-on technical depth in cloud infrastructure, SaaS operations, and data analytics platforms—combined with the executive presence to navigate strategic conversations at the CTO/VP level.