Head of Technical Account Management - AMER

Sonar is driving the future of agent-centric software development, focusing on AI code verification and governance. The Head of Technical Account Management will lead a customer-focused team to enhance post-sales experiences, ensuring customer satisfaction and successful adoption of SonarSource products.

Responsibilities:

• Design, implement, and iterate on a comprehensive post-sale technical account management strategy tailored to different customer segments, customer personas, and product offerings. This includes defining key milestones, creating success materials, and optimizing processes to help customers realize the value in their purchase of Sonar as quickly as possible
• Recruit and lead a high-performing team of Technical Account Managers. Provide coaching and support to ensure the team delivers an exceptional experience to our customers
• Architect and design playbooks to standard repeatable processes including health checks, business reviews, success planning, and customer training
• Develop and implement strategic plans to enhance customer satisfaction, retention, and account growth
• Drive the adoption and successful implementation of SonarSource products within customer environments
• Establish clear retention goals and processes for account management to ensure alignment with business objectives
• Represent the customer's voice by collaborating closely with product, sales, marketing, and customer support teams to ensure alignment on onboarding processes, product enhancements, and customer feedback loops
• Leverage data to drive initiatives to enhance the post-sale experience, streamline processes, and increase customer satisfaction and retention
• Build strong relationships with key customers, understand their needs, and advocate for their success within the company. Act as a trusted advisor and strategic partner during the adoption and consumption process
• Act as the technical escalation path for Customers
• Challenge the status quo in the team processes and activities to automate, increase working efficiency and ultimately improve overall delivery quality to our customers