Technical Account Management: Team Leader (Lead TAM)

SUMMARY:
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POSITION INFO:

The Lead TAM is responsible for leading, coaching, and scaling a high-performing team of Technical Account Managers (TAMs) delivering strategic customer success outcomes across the organisational priority accounts. This role combines people leadership, technical oversight, and strategic customer engagement, ensuring consistent execution of TAM best practices while driving adoption, retention, expansion, and long-term value realization for customers.

What you'll do:

• Team Leadership & Talent Development
  • Lead, coach, and develop a team of Technical Account Managers.
  • Set clear performance expectations aligned to TAM KPIs and business objectives.
  • Conduct regular/quarterly 1:1s, performance reviews, and development planning.
  • Support onboarding and ramp-up of new TAMs.
  • Foster a culture of accountability, customer advocacy, and continuous improvement.
  • Direct Reports: 4–8 Technical Account Managers
• Customer Success Strategy & Governance
  • Own and standardize TAM execution across:
    • Customer onboarding
    • Adoption and enablement
    • Success planning
    • Executive engagement (QBRs)
  • Ensure all strategic accounts maintain up-to-date Technical Customer Success Plans.
  • Review and coach TAMs on success plans, KPIs, and value realization metrics.
  • Identify at-risk accounts early and drive mitigation plans.
• Senior Technical & Escalation Oversight
  • Act as escalation point for complex technical, adoption, or relationship challenges.
  • Provide senior technical guidance on IS3 AVEVA SELECT solutions where required.
  • Ensure proactive health checks, architecture reviews, and best practices are consistently applied.
  • Partner with Support, Professional Services, and Solution Architects to resolve systemic issues.
• Executive & Strategic Customer Engagement
  • Participate in executive-level customer engagements for key or at-risk accounts.
  • Support and, where needed, lead Executive Briefings and Quarterly Business Reviews.
  • Ensure messaging ties technical capabilities to business outcomes and ROI.
  • Represent the voice of the customer into internal leadership, product, and services forums.
• Commercial Alignment & Growth Enablement
  • Partner with Sales Leadership to align customer success strategies with account growth goals.
  • Review TAM-identified upsell, cross-sell, and expansion opportunities for quality and prioritization.
  • Ensure TAMs are effectively influencing renewals and forecast accuracy.
  • Provide leadership-level insight into pipeline health, churn risks, and expansion potential.
• Operational Excellence & Reporting
  • Track and report on TAM team performance against KPIs.
  • Ensure consistent use of CRM, customer success platforms, and engagement governance.
  • Identify process gaps, tooling needs, and efficiency improvements.
  • Contribute to capacity planning, account segmentation, and service model evolution.

Your Expertise:

• 12–18+ years’ experience in industrial software, engineering, or related fields.
• Experience leading senior technical or customer-facing teams.
• Deep expertise in AVEVA solutions (Operations Control, PI System, MES, Unified Operations Centre, Predictive Analytics, CONNECT, etc.)
• Strong understanding of IT/OT convergence and industrial digital transformation.
• Proven experience in:
  • Technical Account Management
  • Customer Success leadership
  • Engineering or industrial software environments
• Demonstrated people leadership or team lead experience.
• Strong executive communication, facilitation, and conflict resolution skills.
• Ability to balance customer advocacy with commercial and operational priorities.

Qualifications:

• BSc / BTech / NDip in Engineering, Computer Science, or equivalent.
• Business/Project Management certifications will be advantageous.

Soft Skills:

• Demonstrated people leadership or team lead experience.
• Strong executive communication, facilitation, and conflict resolution skills.
• Ability to balance customer advocacy with commercial and operational priorities.