Staff Technical Account Manager II

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