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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Technical Account Management and Customer Success, with a strong focus on team leadership, customer engagement, and operational excellence. Proficient in managing complex customer situations and fostering collaboration across cross-functional teams in a remote environment.
Highest-signal resume keywords
Technical Account ManagementCustomer SuccessDatabase TechnologiesTeam LeadershipOperational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Account ManagementCustomer EngagementDatabase TechnologiesProject ManagementOperational Processes
Soft Skills
Interpersonal SkillsCommunication SkillsProblem-SolvingProactive ApproachOrganizational Skills
Tools & Technologies
SalesforceGainsightAWSMicrosoft AzureGoogle Cloud
Industry Keywords
Enterprise TechnologyOpen Source TechnologiesCustomer RetentionService DeliveryManaged Services
Tech Stack
Tools & technologiesAWSAzureCloudMongoDBMySQLOpen SourcePostgres
About the role
Key responsibilities & impact- Lead, coach, and develop a global team of Technical Account Managers
- Foster a collaborative, accountable, and customer-focused culture
- Provide coaching, performance feedback, and career development opportunities
- Manage team capacity, customer assignments, and workload distribution
- Identify challenges, remove blockers, and advocate for the team
- Promote knowledge sharing, collaboration, and continuous improvement
- Oversee Technical Account Management services for strategic and enterprise customers
- Establish processes, expectations, and best practices for customer engagement, technical account planning, escalations, and internal coordination
- Identify customer risks, service delivery challenges, and opportunities to improve customer experience
- Serve as a leadership escalation point for complex customer situations
- Coordinate with internal stakeholders to drive timely resolution and clear communication
- Partner with Customer Success Managers and account teams to support retention, satisfaction, and growth
- Monitor team performance, customer engagement, and service delivery metrics
- Build relationships with Customer Success, Sales, Support, Consulting, Engineering, and Product teams
- Support strategic account planning, customer retention, renewals, and expansion opportunities
- Coordinate technical delivery resources and resolve operational challenges
- Represent the customer and TAM team in internal discussions
- Contribute to the evolution of Percona’s Technical Account Management program, service offerings, engagement model, and operational processes
Requirements
What you’ll need- 5+ years of experience in Technical Account Management, Customer Success, Technical Services, Support Management, or a related customer-facing role within an enterprise technology organization
- 2+ years of experience managing or leading customer-facing teams
- Experience working with large enterprise customers and managing high-priority customer escalations
- Working knowledge of database technologies, including MySQL, MongoDB, PostgreSQL, or related database platforms
- Understanding of common database architectures and enterprise use cases
- Familiarity with open source technologies, business models, and communities
- Experience collaborating with Sales, Customer Success, and technical delivery teams
- Strong organizational and operational skills
- Excellent interpersonal and communication skills
- Proactive, solutions-oriented approach with a track record of identifying issues, taking ownership, and removing obstacles
- Ability to remain calm under pressure, exercise sound judgment, and manage complex customer or internal situations
- Experience working with distributed, cross-functional teams in a remote environment
- Fluency in written and spoken English
- Ability to work independently with minimal direction
- Ability to travel up to 10%
- Ability to pass required background checks
- Previous experience leading a Technical Account Management or similar technical customer-facing organization
- Experience in the database software industry, particularly open source database technologies
- Familiarity with cloud infrastructure and DBaaS offerings, including AWS, Microsoft Azure, and Google Cloud
- Experience with enterprise support, professional services, or managed services delivery models
- Experience developing or scaling customer engagement programs, improving operational processes, or establishing team performance metrics
- Familiarity with Customer Success platforms and CRM tools such as Salesforce and Gainsight
- Experience working in a global, remote-first organization
- Project or program management experience
Benefits
Comp & perks- Flexible work hours
- Various paid time off programs
- All equipment for your remote office
- Funds for career development, including external training, certifications, and conferences
- Ongoing connectivity allowances
- Opportunity to participate in the equity incentive plan
- The Percona Adventure Team
- Work-from-Anywhere
- FlowDays
- FryDays
- Overall flexibility supporting work/life balance
- PAVE volunteering program
- Women Transforming Technology