Manager, Technical Account Management

$119,676 - $119,676/Yr

FedEx - Memphis, TN

Full-time - Manager

Memphis, TN

Couriers and Messengers

About the position

The Manager, Technical Account Management at FedEx Dataworks is responsible for providing strategic and technical leadership to the Technical Account Management Team. This role focuses on managing the experience of Premium customers, ensuring exceptional service through a metrics-driven and solution-oriented approach. The manager will foster a culture of product expertise and customer consultation, while also overseeing team development and collaboration across various departments.

Responsibilities

• Manage the technical account managers responsible for Premium customer experiences.
• Create a culture of product expertise and technical requirement gathering in a digital product space.
• Ensure an exceptional service experience that is metrics-driven and solution-oriented.
• Coach team members and oversee career development planning and guidance.
• Play a pivotal role in hiring, onboarding, and training new team members.
• Facilitate effective cross-team communication between Support, Product/Engineering, and Sales.
• Collaborate with the Head of Engagement to develop and execute the Global Account Management strategy.
• Maintain a metrics-driven approach to deliver a world-class service experience, drive renewals, expansion, and excellent customer onboarding.

Requirements

• Minimum 5 - 8 years of technical leadership experience in SaaS.
• Previous experience leading a regionally distributed team.
• Experience in scaling and operationalizing new/existing offerings for large enterprise customers.
• Prior experience with subscription models and driving monthly recurring revenue.
• Direct experience in the hiring process, including candidate review, interviewing, and collaborative decision-making.

Nice-to-haves

• Strong storytelling abilities.
• Strong written and oral communication skills.
• Excellent problem-solving abilities.
• Enthusiasm for working directly with customers.

Benefits

• Dental insurance
• Tuition reimbursement
• Vision insurance