As the owner of global TAM operations, you will define the vision, operational structure, and execution strategy to ensure world-class onboarding, enablement, and long-term technical success for our customers.
Key Responsibilities:
Global Leadership & Strategy:
Lead, scale, and coach a global team of TAM managers and their respective regional teams.
Establish a unified global TAM methodology, aligned with business goals, technical excellence, and regional nuances.
Define strategic goals, KPIs, and operational metrics for TAM success across all regions.
Partner closely with R&D, Customer Success, Product, Sales, and Support to drive holistic customer outcomes.
Hands-On Technical Expertise:
Maintain hands-on fluency in observability tooling, logging infrastructure, and cloud environments.
Act as a senior technical escalation point for complex deployments or architectural challenges.
Provide in-depth technical guidance on customer environments, use cases, and integration scenarios.
Customer Excellence & Relationship Building:
Serve as a senior executive presence in critical customer engagements and escalations.
Partner with top-tier customers to ensure technical adoption, value realisation, and long-term retention.
Champion a customer-obsessed culture focused on outcomes, not just deliverables.
Data-Driven Management:
Use customer usage and performance data to inform strategy, refine processes, and identify risk/opportunity areas.
Lead TAM org reviews based on insights, trends, and team performance analytics.
Collaborate on the development of tools and dashboards to ensure visibility and impact tracking.
Technical Experience:
10+ years of technical experience in Cloud DevOps, SaaS, or observability, with 5+ years in leadership roles.
Strong hands-on experience with AWS, GCP, Azure, K8S, Terraform and observability tools: Prometheus, Grafana, OpenTelemetry, ELK, Splunk, Datadog, and similar.
Proficiency with metrics, logs, traces and APM.
Leadership & Global Operations:
Proven success leading multi-regional or global technical teams with direct management of managers.
Demonstrated ability to build scalable processes, frameworks, and enablement playbooks.
Experience navigating cross-cultural teams and time zones effectively.
Customer & Executive Communication:
Outstanding communication skills with technical and executive audiences.
Strong customer-facing presence, including experience with enterprise stakeholders and C-level presentations.
History of driving customer success, renewals, and expansions through technical advocacy.
