Manager, Technical Account Management

The Manager, Technical Account Management at Redis is responsible for leading a team of Technical Account Managers (TAMs) in Bengaluru, India. This includes hiring and mentoring team members, driving customer adoption of Redis solutions, managing a portfolio of enterprise customers, and focusing on renewals and expansion opportunities. You'll work to enhance customer engagement, to ensure they leverage Redis for maximum benefit.

To excel as the Manager of Technical Account Management at Redis, candidates should have over 5 years of leadership experience in managing customer-facing technical teams. A strong background in Linux, application development, or DevOps is essential, particularly with distributed systems and database management. Strong communication skills and a customer-centric approach are also critical in this role.

In the role of Manager, Technical Account Management at Redis, you will drive customer success by enabling clients to fully adopt and utilize Redis solutions. Your team will provide strategic guidance and proactive technical insights that help customers realize the full value of their investment, facilitating renewals and fostering long-term relationships.

The culture at Redis for the Manager of Technical Account Management is one of innovation, inclusivity, and collaboration. You will lead a diverse team that values curiosity and creativity while focusing on operational excellence and strategic thinking to enhance customer outcomes and team performance.

Redis is committed to professional growth, offering competitive compensation, equity opportunities, and pathways for career advancement. As a founding leader for the Technical Account Management team in India, you will be uniquely positioned to drive your own growth trajectory while making a significant impact within the company.

When answering this question, focus on your leadership experiences, the teams you've managed, and how you've effectively driven customer success. Highlight specific strategies you've implemented to improve customer engagement and retention.

Discuss your approach to fostering a relationship-driven culture within your team. You might mention establishing regular check-ins, ensuring TAMs understand client needs, and encouraging proactive communications that add value to the clients’ operations.

Emphasize metrics like Net Revenue Retention (NRR), customer satisfaction scores, engagement rates, and expansion opportunities. Discuss how these metrics link to the overall success of the Technical Account Management function.

Share a specific story where your technical knowledge and problem-solving abilities made a difference for a client. Focus on the impact of your team's guidance in helping them adopt a solution effectively.

Explain methods you use to motivate your team, such as celebrating successes, providing opportunities for professional development, or fostering a supportive team culture where contributions are recognized and valued.

Talk about the importance of personalized onboarding, comprehensive training programs, and ongoing technical support. Explain how proactive engagement helps customers see the value in the solutions they are utilizing.

Describe how you prioritize tasks to address urgent customer concerns while still keeping an eye on strategic goals such as customer retention and upselling opportunities. This can illustrate your ability to think both tactically and strategically.

Discuss your experiences working with other teams such as Sales, Support, and Engineering. Highlight specific examples of how collaboration facilitated better outcomes for clients and improved service delivery.

Identify qualities such as strong communication skills, customer empathy, problem-solving abilities, and technical acumen. Discuss how these traits contribute to a TAM's ability to drive customer satisfaction and retention.

Illustrate your approach to creating a comprehensive training program that includes onboarding, mentorship, regular skill assessments, and opportunities for continuous learning to ensure your TAMs are well-equipped to serve customers effectively.