Senior Technical Account Manager

Overview

Plume is seeking a customer-focused Sr. Technical Account Manager (TAM) to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers. This highly collaborative, customer‑facing role combines technical problem‑solving, stakeholder management, program coordination, and operational leadership.

Responsibilities

• Serve as the primary technical and operational point of contact for assigned customer accounts.
• Build trusted relationships with ISP and Enterprise technical stakeholders.
• Coordinate cross‑functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams.
• Drive technical issue resolution, escalation management, and follow‑through to completion.
• Support customer onboarding, deployments, integrations, release planning, and operational readiness.
• Help customers successfully adopt and operationalize Plume platform capabilities and tools.
• Facilitate troubleshooting sessions and coordinate investigations across multiple technical teams.
• Analyze trends, recurring issues, and operational gaps to proactively improve customer outcomes.
• Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
• Create and maintain clear customer‑facing documentation, operational processes, and internal runbooks.
• Lead regular technical reviews, status meetings, and customer operational governance discussions.
• Translate customer feedback into actionable recommendations for Product and Engineering teams.
• Help drive alignment across internal and external stakeholders to achieve shared goals and timelines.
• Partner with Engineering and Support teams on complex technical escalations when needed.
• Contribute to the development of TAM operational processes, best practices, and customer engagement models.

Education

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field preferred.
• Equivalent practical experience will also be considered.

Experience

• Experience in a customer‑facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
• Experience working with ISPs, telecommunications providers, networking vendors, or cloud/SaaS platforms preferred.
• Strong ability to communicate technical concepts clearly to both technical and non‑technical audiences.
• Proven experience managing customer relationships and coordinating cross‑functional technical initiatives.
• Experience handling technical escalations and driving issue resolution across multiple teams.
• Strong organizational, analytical, and project coordination skills.
• Comfortable operating in fast‑paced environments with evolving priorities.
• Ability to learn new technologies and platforms quickly.

Required Skills

Customer & Operational Skills

• Excellent verbal and written communication skills.
• Strong stakeholder management and customer engagement abilities.
• Ability to independently lead customer technical discussions and operational reviews.
• Strong problem‑solving and troubleshooting mindset.
• Excellent organizational and follow‑through skills.
• Ability to manage multiple priorities and coordinate across teams effectively.

Technical Skills

• Working knowledge of cloud platforms, SaaS environments, and APIs.
• Familiarity with networking concepts including LAN/WAN, routing, switching, WiFi, and CPE/gateway technologies.
• Experience using technical troubleshooting tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
• Familiarity with data analysis and reporting tools.
• Ability to run or interpret SQL queries and technical reports is preferred.
• Familiarity with Jira, Confluence, Slack, and related collaboration tools.

Preferred Experience

• ISP or telecommunications industry experience.
• Vendor‑side experience supporting service providers or enterprise customers.
• Experience with WiFi technologies (802.11 standards), gateway devices, or broadband platforms.
• Exposure to OpenSync, OpenWRT, RDK, or similar ecosystems.
• Familiarity with cloud operational tooling, dashboards, analytics platforms, or API integrations.
• Experience supporting customer release management or operational governance processes.

Nice‑to‑Have Technical Skills

• Advanced SQL or analytics experience.
• Scripting or coding experience.
• Cloud architecture certifications or experience.
• Deep packet/network troubleshooting expertise.
• Experience with Databricks, SageMaker, Mixpanel, or similar platforms.

Preferred Certifications

• CCNA / CCNP
• CWNA / CWSP
• AWS Certified Cloud Practitioner or Solutions Architect
• PMP or equivalent project/program management certification
• ITIL Foundation or similar operational certifications

Benefits

The total compensation package would include an anticipated compensation range of $150,000.00 – $165,000.00, plus bonus, equity, and benefits. Benefits include a 401(k) plan with company match, basic life insurance, and unparalleled health, dental, vision, and other benefits and perks.