Note: The job is a remote job and is open to candidates in USA. WEX is seeking a Senior Manager, Technical Account Management to transform its global Technical Account Management organization into a strategic value driver for enterprise customers. The role oversees tiered service delivery, customer value and account growth, operational excellence, executive governance, and the development of global technical teams.
Responsibilities
- Lead the operational shift from localized, specialized silos to a Centralized, Tiered TAM Service Model
- Coach and transition the team to adopt a Strategic & Forward-Looking Mindset—focusing on Value Engineering, product strategy, and quantifying platform ROI
- Build competency frameworks that train TAMs to be Subject Matter Experts (SMEs) with deep domain knowledge and business-acumen capabilities
- Manage global, follow-the-sun TAM resources across onshore and offshore hubs to optimize delivery costs and maintain service excellence
- Drive Net Retention & Expansion: Partner closely with Sales and Customer Success teams to identify "white space" opportunities, support renewals, and prevent churn
- Value Engineering: Establish frameworks for TAMs to measure, quantify, and present business value, platform usage trends, and ROI to customer executive teams
- Tiered Delivery Management: Ensure proper service-level execution and governance for Standard, Enterprise, and Premium accounts
- Establish Executive Governance cadence (QBRs/EBRs) with key decision-makers and customer leaders
- Oversee TAM engagement in maintaining baseline operational health, proactive maintenance, and trend identification
- Manage SLAs and operational health commitments according to service tiers
- Serve as an executive escalation point for major incidents, ensuring structured communication, root cause analysis, and post-incident follow-ups
- Partner with Product and Engineering to ensure customer product roadmaps align with operational reliability and feature requests
- Define and standardize engagement playbooks, onboarding toolkits, and proactive health review structures across the global team
- Establish KPIs and career progression frameworks centered around strategic account management, technical leadership, and commercial impact
- Drive consistent revenue tracking and operational efficiency across accounts in all lines of business
Skills
- Bachelor's degree in Computer Science, Information Technology, Business, or related field (or equivalent experience)
- 8–10+ years in technical customer-facing roles (TAM, Solutions Architecture, Customer Success Engineering, or Technical Advisory)
- 3–5+ years managing technical teams within a SaaS, Enterprise Software, or Managed Services environment
- Demonstrated track record of driving customer retention, expansion/growth, and executive-level business reviews
- Ability to engage with CTOs, Architects, and Enterprise IT leaders on cloud platforms, system integrations, and software architectures
- Proven experience delivering under Tiered Service Models and managing blended onshore/offshore team topologies
- ITIL certification or relevant framework knowledge preferred
- Hands-on experience in**Site Reliability Engineering (SRE)** or Production Engineering roles
- Strong familiarity with cloud platforms (AWS, Azure, GCP)
- Background in driving **operational maturity transformations**
- Experience managing global or follow-the-sun teams
Benefits
- Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan.
- Health insurance
- Dental insurance
- Vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
Company Overview
Company H1B Sponsorship