Principal Technical Account Manager
The Role
As a Principal Technical Account Manager, you are a strategic authority within Outreach's Technical Account Management organization. You own enterprise-level engagements with our most highly strategic customers and drive systemic customer success initiatives that shape how the entire TAM function operates. You act as a strategic advisor to executive customer leadership and to internal stakeholders across Product, Engineering, GTM, and Supportability - influencing long-term customer partnerships, product direction, and organizational priorities.
At this level, you define the engagement models, customer success frameworks, operational standards, and best practices that scale across the TAM organization. You are the voice of the customer at the highest level, translating enterprise-scale patterns into actionable product and operational strategy. You lead transformational programs with broad business impact and operate as a senior advisor in critical customer and business decisions.
This is the most senior individual contributor level in the TAM organization, requiring expert-level proficiency across platform architecture, enterprise operations, customer engagement strategy, and organizational leadership. You are recognized internally and externally as a strategic authority.
About the Team
The Outreach Technical Account Management team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed professionals who drive proactive customer health, strategic engagement, and long-term platform success across our most critical enterprise accounts. The Principal TAM plays a pivotal role in elevating the entire team's standards, frameworks, and capabilities.
Location
This role, while fully remote, must be located in the EST time zone.
Your Daily Adventures Will Include
Own and lead enterprise-level strategic engagements with Outreach's most highly strategic customers, serving as a strategic advisor to executive leadership on both sides of the relationship
Define and drive systemic customer success initiatives, transformational programs, and organizational efforts with measurable business impact
Establish TAM engagement models, customer success frameworks, operational standards, and best practices that scale across the organization
Serve as the voice of the customer at a strategic level - influencing long-term product direction, roadmap prioritization, and operational strategy through deep customer insight and advocacy
Lead cross-functional initiatives across Product, Engineering, Supportability, Escalations, and GTM leadership to drive platform evolution and customer outcomes at scale
Advisesenior leadership on customer strategy, operational priorities, and systemic risk reduction - anticipatinglong-term risks and building preventive solutions
Champion AI adoption and innovation across the TAM organization; define best practices, governance, and scalable AI-enabled workflows for operational excellence
Develop scalable frameworks for customer engagement, operational excellence, and risk management that improve the effectiveness of the entire TAM function
Act as a thought leader and change agent - simplifying ambiguity and creating scalable approaches for others to follow across highly complex, novel, cross-functional challenges
Our Vision of You
12+ years in PrincipalTechnical Account Management, Enterprise Program Management, Principal Solutions Consulting, Support Leadership, or related strategic technical roles
Proven track recordmanaging highly strategic enterprise customers or large-scale programs with significant organizational impact
Recognized expertisein complex customer environments, integrations, and operational strategy at scale
Demonstrated influence across Product, Engineering, GTM, and leadership teams - driving alignment on strategic initiatives without formal authority
Experience building scalable frameworks, processes, strategies, or organizational programs that outlast individual engagements
Strong strategic thinking, executive presence, and organizational leadership - able to operateas a senior advisor in critical business decisions
Expert-level proficiencyacross platform architecture, integrations, enterprise environments, customer engagement strategy, and operational workflows
Recognized technical authority within the TAM organization and across cross-functional teams
Ability to influence technical standards, scalability approaches, and TAM engagement models at an organizational level
Deep proficiencyin CRM platforms (Salesforce and Dynamics preferred), SSO, TCP/IP, VOIP systems (Twilio preferred), RESTAPIs, and Sales engagement platforms
Advisesleadership on systemic customer and technical risks; partners with GTM, Product, and Engineering on long-term platform improvements
Server Operating Systems or experience as a Network or Systems Admin preferred
Fully autonomous in setting priorities and strategic direction - defines problems and drives execution across teams and organizations with no oversight required
Makes strategic decisions impactingcustomers, operations, and business outcomes; exercises executive-level judgment in high-stakes and ambiguous situations
Defines risk management approaches across the TAM organization; anticipatessystemic risks and drives preventive solutions
Shapes organizational direction through thought leadership; influences senior leaders across Product, Engineering, Support, and GTM
Exceptional executive communication skills - translates complex, systemic challenges into clear strategic narratives for internal and external leadership
Champions advanced AI adoption, automation strategy, and predictive analytics across the TAM function; partners with leadership to identifystrategic AI opportunities that improve customer experience and business outcomes
Acts as a trusted advisor internally and externally on the most complex and critical customer matters