Principle Technical Account Manager

• Own and lead enterprise-level strategic engagements with Outreach's most highly strategic customers, serving as a strategic advisor to executive leadership on both sides of the relationship.
• Define and drive systemic customer success initiatives, transformational programs, and organizational efforts with measurable business impact.
• Establish TAM engagement models, customer success frameworks, operational standards, and best practices that scale across the organization.
• Serve as the voice of the customer at a strategic level — influencing long-term product direction, roadmap prioritization, and operational strategy through deep customer insight and advocacy.
• Lead cross-functional initiatives across Product, Engineering, Supportability, Escalations, and GTM leadership to drive platform evolution and customer outcomes at scale.
• Advise senior leadership on customer strategy, operational priorities, and systemic risk reduction — anticipating long-term risks and building preventive solutions.
• Champion AI adoption and innovation across the TAM organization; define best practices, governance, and scalable AI-enabled workflows for operational excellence.
• Develop scalable frameworks for customer engagement, operational excellence, and risk management that improve the effectiveness of the entire TAM function.
• Act as a thought leader and change agent — simplifying ambiguity and creating scalable approaches for others to follow across highly complex, novel, cross-functional challenges.

• 12+ years in Principal Technical Account Management, Enterprise Program Management, Principal Solutions Consulting, Support Leadership, or related strategic technical roles.
• Proven track record managing highly strategic enterprise customers or large-scale programs with significant organizational impact.
• Recognized expertise in complex customer environments, integrations, and operational strategy at scale.
• Demonstrated influence across Product, Engineering, GTM, and leadership teams — driving alignment on strategic initiatives without formal authority.
• Experience building scalable frameworks, processes, strategies, or organizational programs that outlast individual engagements.
• Strong strategic thinking, executive presence, and organizational leadership — able to operate as a senior advisor in critical business decisions.
• Expert-level proficiency across platform architecture, integrations, enterprise environments, customer engagement strategy, and operational workflows.
• Recognized technical authority within the TAM organization and across cross-functional teams.
• Ability to influence technical standards, scalability approaches, and TAM engagement models at an organizational level.
• Deep proficiency in CRM platforms (Salesforce and Dynamics preferred), SSO, TCP/IP, VOIP systems (Twilio preferred), REST APIs, and Sales engagement platforms.
• Advises leadership on systemic customer and technical risks; partners with GTM, Product, and Engineering on long-term platform improvements.
• Server Operating Systems or experience as a Network or Systems Admin preferred.
• Fully autonomous in setting priorities and strategic direction — defines problems and drives execution across teams and organizations with no oversight required.
• Makes strategic decisions impacting customers, operations, and business outcomes; exercises executive-level judgment in high-stakes and ambiguous situations.
• Defines risk management approaches across the TAM organization; anticipates systemic risks and drives preventive solutions.
• Shapes organizational direction through thought leadership; influences senior leaders across Product, Engineering, Support, and GTM.
• Exceptional executive communication skills — translates complex, systemic challenges into clear strategic narratives for internal and external leadership.
• Champions advanced AI adoption, automation strategy, and predictive analytics across the TAM function; partners with leadership to identify strategic AI opportunities that improve customer experience and business outcomes.
• Acts as a trusted advisor internally and externally on the most complex and critical customer matters.

Pay range: $120K - $140K

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military