Senior Technical Account Manager

We are looking for a Senior Technical Account Manager (TAM) to join our Forward Deployed Engineering organization within Professional Services.

As a Senior TAM, you will be the named, persistent technical owner for the mission-critical workload that anchors your customer's Vercel relationship, across a portfolio of concurrent accounts. You are a peer to their VPs of Engineering and CTOs, and the first line of coordination for every Vercel workstream attached to that workload, across Support, Engineering, Product, and Sales. On a large customer several Vercel roles are engaged at once, and you are the person who keeps them coherent. The Solutions Architect stays technically accountable for the account as a whole.

On the accounts you cover, you take over the post-sales technical relationship for that workload from the Solutions Architect, through a structured handover. The SA stays on the account and continues across everything outside your scope: new teams, new workloads, and expansion.

This is a billable, customer-funded role. Customers purchase Senior TAM engagement as part of their Vercel relationship, and you will carry a portfolio of concurrent accounts. You will not be on-call, you will not write production code, and you will not carry a sales quota. You will own the technical relationship, drive proactive risk identification and architectural guidance, and ensure every other Vercel engagement on your accounts (e.g. Platform Consumption, Forward Deployed Engineers (FDEs), Professional Services projects, audits, workshops) lands successfully and compounds in value over time.

Our Professional Services team is structured around a simple frame: PS delivers outcomes, FDE delivers velocity, TAM delivers continuity. You are the continuity. You are the reason a customer's second year on Vercel is more valuable to them than their first.

You will report to the Head of Professional Services and will be located within the Americas or EMEA region.

• Own the post-sales technical relationship for a portfolio of strategic enterprise accounts. You are the customer's named technical owner, the person their VP of Engineering calls when something matters. You take this accountability over from the Solutions Architect at deal close, through a formal handover, and you hold it for the life of the engagement. You co-own each account with the Account Executive, with clear domain boundaries: you own technical, they own commercial, and both of you have veto rights within your domain. You run a defined cadence with each account: a weekly Cadence Call, a monthly business review, a quarterly business review with the customer's technical leadership, and an annual roadmap workshop.
• Lead post-incident pattern ownership and technical triage. You are not the 24/7 first call. Customer Support remains the front line, but when an incident escalates or a pattern emerges across multiple incidents, you take ownership. You drive the post-mortem, identify the architectural root cause, and own the remediation roadmap. You commit to responding within 4 business hours in your local time zone to any P1/P2 escalation routed to you, and you are the customer's escalation path when standard Support channels need acceleration.
• Drive proactive technical strategy, cost optimization, and architectural guidance. You spend the majority of your time on work the customer doesn't yet know they need: architectural reviews, technical risk mapping, cost and usage optimization, pre-launch readiness assessments, and translating Vercel's product evolution into specific opportunities for the customer's business. Solutions Architecture does this work across many customers. On your workload you do it deeper, more often, and with the sustained context that comes from holding the relationship over years. The best TAMs save customers more than the cost of the engagement through this work alone.
• Scope and orchestrate Vercel's broader engagement on your accounts. When your customers need hands-on engineering work, a deep audit, or a launch readiness review, you scope and hand off to a Forward Deployed Engineer. Enablement and training go to Developer Success Engineering, and fixed-scope delivery work goes to Professional Services. You do not deliver these engagements yourself. You coordinate, track, and capture what those engagements produce, then integrate it back into the customer's technical roadmap. What you add is making sure they happen at the right time, with the right scope. Throwaway demos and illustrative proofs-of-concept are part of the job; code that ships to a customer's production environment is not.
• Operate as the customer's voice inside Vercel. You translate customer technical needs into signal for Product, Engineering, and Support, using the same Vercel-internal channels that Solutions Architects and Developer Success Engineers use today. You hold internal teams accountable to commitments you've made to your customers. In the early phase of the function, you will do this primarily through influence and relationships built up by the broader Forward Deployed Engineering org; over time, this will operate through defined cross-functional service-level agreements you help establish.
• Make the engagement self-funding. The Account Executive owns the renewal. You own the technical case for it. What you are accountable for is the work that makes the engagement worth buying again: the cost and usage optimization that pays for it, and the platform adoption you drive on the account. On a healthy account, the value you create exceeds what the customer pays for this role. The engagement is renewed annually, and your customers' decision to renew is the most honest measure of the value you've delivered. You will be measured against a 90%+ engagement renewal rate, with supporting metrics including TAM-specific CSAT (target 4.5+ / 5), escalation responsiveness against the 4-hour SLA (target 95%+), influence on Professional Services and FDE attach, and the platform adoption you drive on your accounts, measured as accelerated consumption.