Plume
Senior Technical Account Manager
Canada · Senior
Sponsorship not specifiedDetected 1 day ago
SQLDatabricksAWSCloud PlatformsMachine LearningData AnalysisJiraConfluenceStakeholder ManagementAccount ManagementOnboardingCustomer SuccessCiscoCommunicationCollaborationProblem Solving
About the role
- Technical Account Manager (TAM) to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers.
- This is a highly collaborative, customer-facing role that combines technical problem-solving, stakeholder management, program coordination, and operational leadership.
- The ideal candidate brings strong technical aptitude, excellent communication skills, and the ability to confidently navigate both technical and business discussions.
Responsibilities
- Build trusted relationships with ISP and Enterprise technical stakeholders.
- Drive technical issue resolution, escalation management, and follow-through to completion.
- Support customer onboarding, deployments, integrations, release planning, and operational readiness.
- Create and maintain clear customer-facing documentation, operational processes, and internal runbooks.
- Lead regular technical reviews, status meetings, and customer operational governance discussions.
- Help drive alignment across internal and external stakeholders to achieve shared goals and timelines.
- Partner with Engineering and Support teams on complex technical escalations when needed.
- Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.
Requirements
- Education
- Equivalent practical experience will also be considered.
- Experience
- Experience in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
- Strong ability to communicate technical concepts clearly to both technical and non-technical audiences.
- Proven experience managing customer relationships and coordinating cross-functional technical initiatives.
- Experience handling technical escalations and driving issue resolution across multiple teams.
- Strong organizational, analytical, and project coordination skills.
- Comfortable operating in fast-paced environments with evolving priorities.
- Ability to learn new technologies and platforms quickly.
Nice to have
- Advanced SQL or analytics experience.
- Scripting or coding experience.
- Cloud architecture certifications or experience.
- Deep packet/network troubleshooting expertise.
- Experience with Databricks, SageMaker, Mixpanel, or similar platforms.
- AWS Certified Cloud Practitioner or Solutions Architect
- PMP or equivalent project/program management certification
- ITIL Foundation or similar operational certification
Skills
- Working knowledge of cloud platforms, SaaS environments, and APIs.
- Familiarity with networking concepts including LAN/WAN, routing, switching, WiFi, and CPE/gateway technologies.
- Experience using technical troubleshooting tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
- Familiarity with data analysis and reporting tools.
- Ability to run or interpret SQL queries and technical reports is preferred.
- Familiarity with Jira, Confluence, Slack, and related collaboration tools.
- Preferred Experience
- ISP or telecommunications industry experience.
- Experience with WiFi technologies (802.11 standards), gateway devices, or broadband platforms.
- Exposure to OpenSync, OpenWRT, RDK, or similar ecosystems.
- Familiarity with cloud operational tooling, dashboards, analytics platforms, or API integrations.
- Experience supporting customer release management or operational governance processes.
Benefits
- Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces-and human experiences-at massive scale.
Company info
- Plume is seeking a customer-focused Sr. Technical Account Manager (TAM) to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers.
- Coordinate cross-functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams.
- Help customers successfully adopt and operationalize Plume platform capabilities and tools.
- Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
- At Plume, we believe that technology isn't about moving faster, it's about making life's moments better.
This listing is sourced directly from Plume's careers page and normalized into a canonical job model.