Senior Technical Account Manager

The shape of it

In the posting’s own words

We are looking for a Senior Technical Account Manager (TAM) to join our Forward Deployed Engineering organization within Professional Services.

What it asks for · 10

• 5+ years in a customer-facing technical role at a platform, infrastructure, or developer tools company (TAM, Solutions Architect, Developer Success, Field Engineer, or hands-on technical consultant), with personal ownership of strategic relationships: QBRs, roadmap, workshops, renewals. Internal SA/DSE/CSE candidates encouraged to apply.
• Deep technical experience with a platform product, and evidence of getting credible on an unfamiliar one fast. Breadth across a platform matters more here than depth in one corner.
• Platform experience. You have run a technical platform at scale in a customer-facing role and are fluent in the build and deploy path: CI/CD pipelines, environment and preview strategy, release mechanics, and the cost and performance patterns that separate a healthy deployment from a runaway one.
• Infrastructure and cloud-provider depth. Production-grade, architectural reasoning on AWS, GCP, or Azure.
• Demonstrated fast ramp. You earned customer trust on an unfamiliar, technical product.
• Prior production experience with Next.js and Vercel is a strong advantage. It is not a requirement and the assessment measures your ability to learn.
• You optimize for the customer and can quantify outcomes. You actively create incremental value for a customer’s adoption through spend management, risk mitigation, and shape their adoption journey.
• You operate with high agency across complex relationships. You steer cross-functional outcomes without formal authority, challenge flawed technical decisions without burning the relationship, and build trust fast when picking up an engagement someone else started.
• Strong written communication, particularly for executive and incident contexts. You can compress a complex technical situation into a one-page executive summary shaping action and accountability.
• Willing to travel approximately 4-8 times per year to customer offices for QBRs, roadmap workshops, and incident retrospectives, generally in-region.

Also a plus

• Have prior experience as a Technical Account Manager at a hyperscaler, infrastructure platform, or developer-tools company (AWS, Cloudflare, MongoDB, Snowflake, Datadog, GitHub, etc.).
• Have hands-on experience with AI agent development, particularly using the Vercel AI SDK, MCP servers, or similar frameworks.
• Have run an annual technical roadmap workshop or "Well-Architected Review"-style engagement with an enterprise customer.
• Have experience transitioning from a delivery or support role into a customer-owning role, and can articulate what changed in how you operated.
• Have direct experience as a Solutions Architect, Support Engineer, or technical delivery lead at a developer platform or infrastructure company, particularly one with a similar split between pre-sales SA and post-sales technical ownership.

What the job covers

• Own the post-sales technical relationship for a portfolio of strategic enterprise accounts. You are the customer's named technical owner, the person their VP of Engineering calls when something matters. You take this accountability over from the Solutions Architect at deal close, through a formal handover, and you hold it for the life of the engagement. You co-own each account with the Account Executive, with clear domain boundaries: you own technical, they own commercial, and both of you have veto rights within your domain. You run a defined cadence with each account: a weekly Cadence Call, a monthly business review, a quarterly business review with the customer's technical leadership, and an annual roadmap workshop.
• Lead post-incident pattern ownership and technical triage. You are not the 24/7 first call. Customer Support remains the front line, but when an incident escalates or a pattern emerges across multiple incidents, you take ownership. You drive the post-mortem, identify the architectural root cause, and own the remediation roadmap. You commit to responding within 4 business hours in your local time zone to any P1/P2 escalation routed to you, and you are the customer's escalation path when standard Support channels need acceleration.
• Drive proactive technical strategy, cost optimization, and architectural guidance. You spend the majority of your time on work the customer doesn't yet know they need: architectural reviews, technical risk mapping, cost and usage optimization, pre-launch readiness assessments, and translating Vercel's product evolution into specific opportunities for the customer's business. Solutions Architecture does this work across many customers. On your workload you do it deeper, more often, and with the sustained context that comes from holding the relationship over years. The best TAMs save customers more than the cost of the engagement through this work alone.
• Scope and orchestrate Vercel's broader engagement on your accounts. When your customers need hands-on engineering work, a deep audit, or a launch readiness review, you scope and hand off to a Forward Deployed Engineer. Enablement and training go to Developer Success Engineering, and fixed-scope delivery work goes to Professional Services. You do not deliver these engagements yourself. You coordinate, track, and capture what those engagements produce, then integrate it back into the customer's technical roadmap. What you add is making sure they happen at the right time, with the right scope. Throwaway demos and illustrative proofs-of-concept are part of the job; code that ships to a customer's production environment is not.
• Operate as the customer's voice inside Vercel. You translate customer technical needs into signal for Product, Engineering, and Support, using the same Vercel-internal channels that Solutions Architects and Developer Success Engineers use today. You hold internal teams accountable to commitments you've made to your customers. In the early phase of the function, you will do this primarily through influence and relationships built up by the broader Forward Deployed Engineering org; over time, this will operate through defined cross-functional service-level agreements you help establish.
• Make the engagement self-funding. The Account Executive owns the renewal. You own the technical case for it. What you are accountable for is the work that makes the engagement worth buying again: the cost and usage optimization that pays for it, and the platform adoption you drive on the account. On a healthy account, the value you create exceeds what the customer pays for this role. The engagement is renewed annually, and your customers' decision to renew is the most honest measure of the value you've delivered. You will be measured against a 90%+ engagement renewal rate, with supporting metrics including TAM-specific CSAT (target 4.5+ / 5), escalation responsiveness against the 4-hour SLA (target 95%+), influence on Professional Services and FDE attach, and the platform adoption you drive on your accounts, measured as accelerated consumption.

Tools and skills named

Words the posting leans on

• customer25×
• technical25×
• account17×
• engagement13×
• platform10×
• relationship10×
• engineering8×
• experience7×
• professional services6×
• roadmap6×
• support6×
• tam6×
• architectural5×
• cost5×
• drive5×
• engineer5×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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