Role Overview

Transcend is seeking a Staff Technical Account Manager II (Staff TAM II) to serve as the senior technical anchor across a named portfolio of top-ARR, strategic customer accounts. As a Staff TAM, you will own the long-term technical health and strategy of these accounts. This role will dive deep into untangling multi-system incidents, surfacing architectural risk before it reaches production, and advising customers on how to evolve their Transcend implementation as their business and tech stack change.

Key Responsibilities

• Own the ongoing technical health of Transcend’s most strategic accounts throughout the customer lifecycle, serving as the senior technical partner to customer leadership (e.g., Engineering leaders, Digital leaders, CIO, CTO, CISO), helping them plan how Transcend fits into multi-year data and privacy initiatives
• Conduct live weekly technical check-in sessions, quarterly technical business reviews, and semi-annual roadmap-alignment sessions with key customer stakeholders to ensure customers remain unblocked, technically confident, and aware of anything new or requiring attention in their environment
• 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, driving remediation alongside Support Engineering and recommending specific changes to improve reliability and implementation maturity
• 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
• Identify cross-account technical patterns, surfacing systemic gaps that require product investment and partnering with Product and Engineering as a trusted technical advocate to inform the roadmap
• Use observability tooling to investigate error rates, latency, and integration health across the customer's footprint, correlating findings into a clear technical narrative
• Engineer mutual success frameworks that translate each customer's objectives into a concrete technical adoption roadmap, driving feature adoption, usage depth, and implementation maturity, as well as surfacing the expansion opportunities that follow
• Feed technical insight into renewal and expansion conversations for the accounts in your portfolio, ensuring Sales has a clear-eyed view of technical risk and opportunity
• Mentor peer TAMs and Support Engineers on complex investigations, customer engagement, and technical storytelling, sharing your approach on the hardest technical work in the portfolio

Qualifications

Required:

• 8+ years of progressively advanced experience in a highly technical, customer-facing, post-sales role at a SaaS company, preferably having supported customers’ data infrastructure, AI/ML pipelines, data platforms, or data governance
• Bachelor’s degree in Information Systems, Data Science, Computer Science, or equivalent experience
• Able to work East Coast or Central US hours from 9:00 am - 5:00 pm, Monday through Friday.
• Ability to travel up to 15%
• Strategic Account Ownership and Executive Presence: Has owned the technical relationship of strategic customer accounts (Fortune 500 preferred) and is comfortable operating in front of customer-side data engineering and governance teams, AI/ML leaders, architects, and C-level stakeholders (e.g., CIO, CTO)
• Commercial Mindset: Knows how to connect technical work to business value, ROI, and account expansion; can directly influence renewal and expansion outcomes through technical advisory, ensuring the technical narrative makes the commercial case without stepping into a sales role
• Technical Proficiency: Strong familiarity in at least 4 of the 5 technical areas:
  • • Client-Side: Command of HTML/CSS and hands-on experience reading and debugging client-side JavaScript, with the ability to diagnose client-side site behaviors and hold your own in technical conversations
    • Server-Side: Fluency in backend development, including reading and debugging server-side JavaScript (bonus points for TypeScript), working with data stores, queuing systems, CRON jobs, and authentication patterns
    • Networking: Understanding of networking fundamentals and how they affect application behavior, connectivity, and troubleshooting
    • Infrastructure: Familiarity with cloud infrastructure and tooling (AWS, GCP, Azure, Terraform, etc.) and general fluency with architectural considerations
    • API: Technical fluency with APIs (design patterns, integration, and debugging) and the ability to provide guidance on improvements
• Proactive Operator: Strives for proactive solutions, particularly regarding identifying risks before they surface and closing the loop on long-running escalations without letting threads drop
• Exceptional Communicator: Has proven ability to communicate with exceptional clarity and precision across very different audiences, translating deeply technical investigations into concise executive summaries, framing technical risks in terms of revenue impact, and going head-down with a customer’s engineering team on architecture specifics, often in the same day
• Comfort with Ambiguity: Comfortable with navigating ambiguous or deeply technical problem spaces, using a combination of experimentation, pattern recognition, and systems thinking to move investigations forward
• Remote-First Autonomy: You take ownership of your work, know when to write it up versus when to get on a call, and keep things moving across time zones without dropping context.

Preferred:

• Familiarity with ticketing and project systems like Linear, Asana, or Jira
• Familiarity with the data governance and regulatory landscape (GDPR, CPRA, EU AI Act, sector-specific frameworks like HIPAA) and how privacy and compliance intersect with AI, personalization, and 1st-party data activation
• Experience with log monitoring tools like Datadog and can use them to investigate issues across services