Note: The job is a remote job and is open to candidates in USA. Outreach provides an agentic AI platform for revenue teams, helping enterprise organizations improve sales workflows, customer visibility, and forecasting. The Principal Technical Account Manager owns strategic enterprise customer engagements, advises executive stakeholders, leads transformational customer success programs, and establishes scalable frameworks and standards across the Technical Account Management organization.
Responsibilities
- Own and lead enterprise-level strategic engagements with Outreach's most highly strategic customers, serving as a strategic advisor to executive leadership on both sides of the relationship
- Define and drive systemic customer success initiatives, transformational programs, and organizational efforts with measurable business impact
- Establish TAM engagement models, customer success frameworks, operational standards, and best practices that scale across the organization
- Serve as the voice of the customer at a strategic level — influencing long-term product direction, roadmap prioritization, and operational strategy through deep customer insight and advocacy
- Lead cross-functional initiatives across Product, Engineering, Supportability, Escalations, and GTM leadership to drive platform evolution and customer outcomes at scale
- Advise senior leadership on customer strategy, operational priorities, and systemic risk reduction — anticipating long-term risks and building preventive solutions
- Champion AI adoption and innovation across the TAM organization; define best practices, governance, and scalable AI-enabled workflows for operational excellence
- Develop scalable frameworks for customer engagement, operational excellence, and risk management that improve the effectiveness of the entire TAM function
- Act as a thought leader and change agent — simplifying ambiguity and creating scalable approaches for others to follow across highly complex, novel, cross-functional challenges
Skills
- This role, while fully remote, must be located in the EST time zone
- 12+ years in Principal Technical Account Management, Enterprise Program Management, Principal Solutions Consulting, Support Leadership, or related strategic technical roles
- Proven track record managing highly strategic enterprise customers or large-scale programs with significant organizational impact
- Recognized expertise in complex customer environments, integrations, and operational strategy at scale
- Demonstrated influence across Product, Engineering, GTM, and leadership teams — driving alignment on strategic initiatives without formal authority
- Experience building scalable frameworks, processes, strategies, or organizational programs that outlast individual engagements
- Strong strategic thinking, executive presence, and organizational leadership — able to operate as a senior advisor in critical business decisions
- Expert-level proficiency across platform architecture, integrations, enterprise environments, customer engagement strategy, and operational workflows
- Recognized technical authority within the TAM organization and across cross-functional teams
- Ability to influence technical standards, scalability approaches, and TAM engagement models at an organizational level
- Deep proficiency in CRM platforms (Salesforce and Dynamics preferred), SSO, TCP/IP, VOIP systems (Twilio preferred), REST APIs, and Sales engagement platforms
- Advises leadership on systemic customer and technical risks; partners with GTM, Product, and Engineering on long-term platform improvements
- Server Operating Systems or experience as a Network or Systems Admin preferred
Benefits
- This role is fully remote and must be located in the EST time zone.
- Flexible time off
- 401k to help you save for the future
- Generous medical, dental, and vision coverage for full-time employees and their dependents
- A parental leave program that includes options for a paid night nurse, and a gradual return to work
- Infertility/ assisted reproductive services benefit
- Employee referral bonuses to encourage the addition of great new people to the team
- Snacks and beverages in the Office, along with fun events to celebrate
- Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
- Incentive compensation
- Bonus
- Restricted stock units
Company Overview
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