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Transcend is seeking a Staff Technical Account Manager II to serve as the senior technical anchor for a portfolio of top-ARR, strategic customer accounts. You will own the long-term technical health and strategy of these accounts, diving deep into multi-system incidents, surfacing architectural risks before they reach production, and advising customers on evolving their Transcend implementation as their business and tech stack change.
Key responsibilities include owning the ongoing technical health of Transcend's most strategic accounts throughout the customer lifecycle, serving as the senior technical partner to customer leadership (Engineering leaders, Digital leaders, CIO, CTO, CISO). You will conduct live weekly technical check-in sessions, quarterly technical business reviews, and semi-annual roadmap-alignment sessions with key customer stakeholders.
You will lead proactive, in-depth architecture and health reviews across the customer's full Transcend footprint and connected systems post-implementation, evaluating integration patterns, data flows, authentication, and infrastructure choices to surface risks before they hit production. You will drive complex, high-visibility escalations to resolution, taking accountability for multi-day, multi-team incidents that pull in Engineering, Sales, Product, Support Engineering, and executive stakeholders.
Additionally, you will identify cross-account technical patterns, surfacing systemic gaps that require product investment and partnering with Product and Engineering as a trusted technical advocate. You will use observability tooling to investigate error rates, latency, and integration health across customer footprints. You will engineer mutual success frameworks that translate each customer's objectives into a concrete technical adoption roadmap, driving feature adoption, usage depth, and implementation maturity. You will feed technical insight into renewal and expansion conversations and mentor peer TAMs and Support Engineers on complex investigations and technical storytelling.
Required qualifications: 8+ years of progressively advanced experience in a highly technical, customer-facing, post-sales role at a SaaS company, preferably supporting customers' data infrastructure, AI/ML pipelines, data platforms, or data governance. Bachelor's degree in Information Systems, Data Science, Computer Science, or equivalent experience. Ability to travel up to 25%. Strategic account ownership experience with Fortune 500 accounts preferred, comfortable operating in front of customer-side data engineering and governance teams, AI/ML leaders, architects, and C-level stakeholders. Strong commercial mindset connecting technical work to business value, ROI, and account expansion. Technical proficiency in at least 4 of 5 areas: client-side (HTML/CSS, JavaScript debugging), server-side (backend development, JavaScript/TypeScript, data stores, authentication), networking fundamentals, cloud infrastructure (AWS, GCP, Azure, Terraform), and API design/integration. Proactive operator with exceptional communication skills.
