Technical Account Manager - Team Lead

Coralogix - Boston, MA

Full-time - Senior

Boston, MA

Professional, Scientific, and Technical Services

About the position

As the Technical Account Manager (TAM) Team Leader at Coralogix, you will oversee a team dedicated to providing exceptional technical account management. This role focuses on guiding the onboarding of new customers and ensuring the team's success in building strong relationships while addressing technical issues related to observability. The position requires a blend of technical expertise in logging, monitoring, and observability tools, along with strong leadership skills to drive operational excellence and customer satisfaction.

Responsibilities

• Lead, mentor, and manage a team of TAMs to ensure successful customer onboarding and long-term success.
• Develop KPIs for the team and track performance related to the onboarding experience, ensuring customer satisfaction.
• Provide technical guidance and foster team collaboration on observability tools and log analytics.
• Oversee the implementation of observability tools, guiding customers through Logs, Metrics, and Traces monitoring, and real-time analysis.
• Ensure that your team delivers expert-level onboarding and ongoing support for our observability and logging solutions.
• Provide deep technical insights on cloud observability and integration of Coralogix into customer infrastructures.
• Be the primary escalation point for customer technical challenges.
• Proactively work with customers to enhance their logging and observability practices, integrating them seamlessly with Coralogix's platform.
• Engage with Coralogix stakeholders to provide tailored technical solutions that align with customer business goals.
• Leverage customer feedback and usage data to enhance the onboarding process and overall TAM team performance.
• Analyze patterns in customer data, ensuring that your team applies data insights to improve observability outcomes and preempt issues.
• Collaborate with internal teams on product enhancements, informed by your team's customer data analysis.

Requirements

• Background knowledge and hands-on practice in Cloud DevOps, specifically experience with AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch) and the equivalent with Azure and GCP.
• Background knowledge and hands-on practice in Observability, specifically experience working with one or more of the following tools - Kibana, Open-Search, Grafana, Datadog, Sumologic, NewRelic, AppDynamics, Dynatrace, Prometheus, Logz.io, SignalFX, Instana, Splunk, Honeycomb, Jaeger.
• Good knowledge of RegEx, Lucene, PromQL.
• Proven experience leading technical teams, especially focused on delivering observability solutions, logging infrastructure, and successful customer onboarding.
• Ability to define and track onboarding KPIs, focusing on technical adoption and customer satisfaction.
• Strong analytical skills to interpret customer data and usage trends, ensuring continuous improvements in observability practices.
• Ability to communicate complex technical information to both technical and non-technical stakeholders.
• Excellent communication skills in English.
• Strong presentation skills with the ability to establish credibility with executives.

Nice-to-haves

• Certifications in AWS, Kubernetes, or observability platforms (e.g., Prometheus Certified).
• Experience working in a data-driven or SaaS environment.
• MBA or relevant leadership experience.