Head of Technical Account Management

3 weeks ago

Austin, United States SonarSource Full time

At Sonar, we’re a group of brilliant, motivated, and driven professionals working hard to help organizations build responsible, secure, high-quality code quickly and systematically. We build solutions that don’t just solve symptoms of problems - we fix problems at the source - source code, to be specific.

We have a dynamic culture with employees worldwide and hub offices in the USA, Switzerland, France, the UK, Singapore, and Germany. We believe team members should have the opportunity to come to work every day, work on a product they are proud of, love what they do, and feel energized by their peers. With our roots deep in the open source community, we’re all about the mission: provide solutions that deliver Clean Code.

**The impact you will have**

We are seeking a world-class customer-focused leader for our Technical Account Management team. This team is the driving force behind Sonar’s premium post-sales experience for all customers globally.

As the Head of Technical Account Management, you will be the visionary and innovative leader behind all planning, building, recruiting, hiring, and interaction with our top customers globally. Under your leadership, the team will provide best practice guidance, identify technical inhibitors preventing value realization, and act as the single point of contact for all things SonarSource after onboarding is complete.

**On a daily basis, you will**:

- Design, implement, and iterate on a comprehensive post-sale technical account management strategy tailored to different customer segments, customer personas, and product offerings. This includes defining key milestones, creating success materials, and optimizing processes to help customers realize the value in their purchase of Sonar as quickly as possible.
- Recruit and lead a high-performing team of Technical Account Managers. Provide coaching and support to ensure the team delivers an exceptional experience to our customers.
- Architect and design playbooks for standard, repeatable processes, including health checks, business reviews, success planning, and customer training.
- Develop and implement strategic plans to enhance customer satisfaction, retention, and account growth.
- Drive the adoption and successful implementation of SonarSource products within customer environments.
- Establish clear retention goals and processes for account management to ensure alignment with business objectives.
- Represent the customer's voice by collaborating closely with product, sales, marketing, and customer support teams to ensure alignment on onboarding processes, product enhancements, and customer feedback loops.
- Leverage data to drive initiatives to enhance the post-sale experience, streamline processes, and increase customer satisfaction and retention.
- Build strong relationships with key customers, understand their needs, and advocate for their success within the company. Act as a trusted advisor and strategic partner during the adoption and consumption process.

**The skills you will demonstrate**:

- Customer-centric mindset with a passion for delivering exceptional customer experiences.
- Excellent leadership and people management skills with experience in building and motivating high-performing teams.
- Strong understanding of developer tools, software development lifecycle, and technical concepts.
- Proven track record of success in leading technical account management teams in a B2B SaaS or developer tools company.
- Strategic thinker with the ability to develop and execute success plans to drive customer adoption, retention, and growth.
- Analytical mindset with the ability to leverage data to drive insights and decision-making.
- Exceptional communication and interpersonal skills with the ability to influence and collaborate cross-functionally.
- Bachelor’s degree in Computer Science, Business, or related field; MBA or equivalent experience preferred.

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