Manager, TAM (Austin)

About Us

About the role:

As a TAM Manager, you will be a key player in helping us to build out our new Technical Account Management organization and define the strategy and processes that drive this team. Your primary responsibility is to lead a regional team of Technical Account Managers (TAMs) focused on ensuring our customers are maximizing the value they receive from dbt Cloud to drive customer retention and expansion. In this role, you will work closely with the revenue and field engineering teams to execute a global strategy, develop processes that enhance customer adoption, and ensure seamless collaboration across teams, including Support, Product, Engineering, and Sales. You will play a key role in managing customer escalations, driving continuous improvements, and cultivating a high-performance team culture.

In this role, you can expect to:

• Lead and manage a team of Technical Account Managers
• Collaborate with the Global Head of Technical Account Management to drive and execute a global strategy for TAM operations, ensuring a metrics-driven and solution-oriented approach
• Mentor, coach, and support career development for TAM team members
• Oversee the recruitment, onboarding, and training of new team members
• Foster effective communication and collaboration between cross-functional teams, including Support, Product/Engineering, Sales, and Account Management teams
• Ensure proactive and high-quality ticket and incident management, addressing critical customer escalations and managing stakeholder expectations
• Collect and analyze support metrics to identify areas for continuous improvement and inform strategic decision-making
• Maintain regular reporting on team performance, customer trends, and support issues
• Build and maintain strong relationships with customers, ensuring satisfaction through regular communication and implementation of corrective actions when necessary

You are a good fit if you have:

• 4 to 8 years of technical leadership experience, ideally in a SaaS or Data Analytics environment
• Experience leading technical teams focused on the customer journey, such as technical account management, customer support engineering, or solutions architecture
• Proven track record in scaling and operationalizing technical customer success or technical account management for large enterprise clients
• Direct experience with recruitment, interviewing, and decision-making in the hiring process
• Excellent communication skills, both written and oral, with the ability to collaborate across multiple teams
• Enthusiasm for working directly with customers and building world-class post sales teams
• Strong problem-solving skills with a solution-oriented mindset

You'll have an edge if you have:

• A proven track record of building and leading Technical Support teams in SaaS, infrastructure, or platform businesses.
• Experience developing and promoting best practices for customer post sales journeys.
• Have experience with ancillary tools, managing data infrastructure, APIs, etc

What to expect in the hiring process (all video interviews unless accommodations are needed):

1. Interview with Talent Acquisition Partner
2. Interview with Hiring Manager
3. Team Interviews 

Who we are

At dbt Labs, we have developed strong opinions on how companies should practice analytics.

Specifically, we believe that:

• Code-based transformations offer unmatched flexibility and transparency across various “multi-player” development to power everyone in the organization to collaborate on a common language
• Data analysts should adopt similar practices and tools to software developers
• Critical analytics infrastructure should be controlled by its users as open source software
• Analytic code itself — not just analytics tools — will increasingly be open source

It turns out that a lot of other people believe this too! Today, there are 30,000 companies using dbt every week, 100,000 dbt Community members, and 4,100 companies paying for dbt Cloud. Our customers include JetBlue, Hubspot, Vodafone New Zealand, and Dunelm. dbt is synonymous with the practice of analytics engineering, defining an entire industry. We’re backed by top investors including Andreessen Horowitz, Sequoia Capital, and Altimeter. 

dbt Labs is an equal opportunity employer. We're committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We feel strongly that whether or not your experience exactly fits the job description, your passion and skills will stand out and set you apart even if your career has taken some twists and turns.  If you are on the fence about whether you meet our requirements, we encourage you to apply anyway! Please reach out to us directly at recruiting@dbtlabs.com if you need assistance or an accommodation. 

Want to learn more about our focus on Diversity, Equity and Inclusion at dbt Labs? Check out our DEI page here. 

dbt Labs reserves the right to amend or withdraw the posting at any time. For employees outside the United States, dbt Labs offers a competitive benefits package. Equity or comparable benefits may be offered depending on the legal or country limitations.