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- Tasks: Lead a team to deliver top-notch technical account management and customer onboarding.
- Company: Join a cutting-edge company revolutionising data processing with a modern observability platform.
- Benefits: Enjoy hybrid work flexibility, enhancing work-life balance while collaborating in a dynamic environment.
- Why this job: Be part of a transformative team that values innovation, customer success, and operational excellence.
- Qualifications: Experience in Cloud DevOps, leadership in technical teams, and strong analytical skills are essential.
- Other info: This role is based in London; valid UK work rights are required.
The predicted salary is between 48000 - 84000 £ per year.
Location - London, Hybrid (2 days per week in office)
Level: Senior (Management)
About the Company: We are transforming how businesses process and understand their data with a modern, full-stack observability platform. Our unique architecture enables in-stream analytics without the high costs of indexing or hot storage. We provide comprehensive monitoring of logs, metrics, traces, and security events, featuring APM, RUM, SIEM, Kubernetes monitoring, and more, enhancing operational efficiency and reducing observability expenses by up to 70%.
Position Overview: As the Technical Account Manager (TAM) Team Lead, you will guide a team dedicated to delivering exceptional technical account management, particularly in onboarding new customers. Your leadership will ensure strong customer relationships, effective resolution of technical issues related to observability, and data-driven operational excellence. This role requires deep technical knowledge in logging, monitoring, and observability tools, along with robust leadership skills.
Key Responsibilities:
- Leadership & Team Development: Mentor and manage a team of TAMs, focusing on customer onboarding and long-term success. Develop and track KPIs related to the onboarding experience and customer satisfaction. Provide technical guidance and promote collaboration on observability tools and log analytics.
- Technical Expertise & Customer Engagement: Oversee the implementation of observability tools, assisting customers with Logs, Metrics, and Traces monitoring. Ensure your team delivers expert-level onboarding and ongoing support for observability solutions. Offer deep technical insights on cloud observability and integration into customer infrastructures.
- Customer Relationship Management: Serve as the primary escalation point for customer technical challenges. Work proactively with customers to enhance their logging and observability practices. Collaborate with internal stakeholders to deliver tailored technical solutions aligned with customer business goals.
- Data-Driven Leadership: Utilize customer feedback and usage data to refine onboarding processes and team performance. Analyze customer data patterns to improve observability outcomes and preempt potential issues. Collaborate with internal teams on product enhancements informed by customer data insights.
Key Requirements:
- Technical Expertise: Hands-on experience with Cloud DevOps, specifically AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch) and equivalents in Azure and GCP. Familiarity with observability tools such as Kibana, Grafana, Datadog, NewRelic, and others. Proficiency in RegEx, Lucene, and PromQL.
- Leadership & Onboarding: Proven experience leading technical teams focused on observability solutions and customer onboarding. Ability to define and monitor onboarding KPIs with a focus on technical adoption and customer satisfaction.
- Customer-Focused & Data-Driven Mindset: Strong analytical skills to interpret customer data and usage trends. Excellent communication skills for conveying complex technical information to diverse stakeholders. Strong presentation abilities to establish credibility with executives.
Preferred Qualifications:
- Certifications in AWS, Kubernetes, or observability platforms (e.g., Prometheus Certified).
- Experience in a data-driven or SaaS environment.
- MBA or relevant leadership experience.
This role is located in London and is a hybrid position (2 days per week in the office). My client are not offering sponsorship for this role and therefore you must have a valid right to work in the UK.
If you think this role sounds like what you are looking for then please click 'Apply Now' and get in touch with Aaron today. If this role is not right for you, but you know someone who might be interested, please get in touch with me at ajones@itrpartners.co.uk.
Technical Account Manager - Team Lead (City of London) employer: ITR Partners
Contact Detail:
ITR Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Account Manager - Team Lead (City of London)
✨Tip Number 1
Familiarise yourself with the specific observability tools mentioned in the job description, such as Kibana, Grafana, and Datadog. Having hands-on experience or even a project showcasing your skills with these tools can set you apart from other candidates.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've successfully managed teams in the past. Be ready to discuss your approach to mentoring and developing team members, especially in a technical context.
✨Tip Number 3
Understand the importance of customer relationship management in this role. Prepare to share instances where you've effectively resolved technical challenges for customers and how you’ve enhanced their overall experience with observability solutions.
✨Tip Number 4
Since this position is data-driven, brush up on your analytical skills. Be prepared to discuss how you've used customer feedback and data patterns to improve processes or outcomes in previous roles, demonstrating your ability to leverage data for operational excellence.
We think you need these skills to ace Technical Account Manager - Team Lead (City of London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical account management, leadership, and observability tools. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and technical expertise. Mention specific experiences where you successfully managed teams or improved customer onboarding processes.
Showcase Technical Knowledge: In your application, emphasise your hands-on experience with Cloud DevOps and observability tools. Provide examples of how you've used these technologies to solve customer challenges.
Highlight Data-Driven Achievements: Include metrics or KPIs that demonstrate your success in previous roles, especially those related to customer satisfaction and onboarding. This will show your ability to drive results through data analysis.
How to prepare for a job interview at ITR Partners
✨Showcase Your Technical Expertise
Make sure to highlight your hands-on experience with Cloud DevOps, especially AWS and observability tools like Grafana and Datadog. Be prepared to discuss specific projects where you implemented these technologies and the impact they had on customer success.
✨Demonstrate Leadership Skills
As a Team Lead, your ability to mentor and manage a team is crucial. Share examples of how you've successfully led teams in the past, focusing on onboarding processes and improving customer satisfaction through effective leadership.
✨Prepare for Customer Relationship Scenarios
Expect questions about handling customer technical challenges. Prepare scenarios where you proactively improved customer relationships or resolved complex issues, showcasing your problem-solving skills and customer-focused mindset.
✨Utilise Data-Driven Insights
Discuss how you've used customer feedback and data analysis to refine processes or improve outcomes. Be ready to explain how you track KPIs related to onboarding and customer satisfaction, as this aligns with the company's focus on data-driven leadership.
