Staff Technical Account Manager II - Transcend

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

• Strategic Account Ownership: Own the ongoing technical health of Transcend’s most strategic accounts throughout the customer lifecycle. Serve 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.
• Technical Engagement: Conduct live weekly technical check-in sessions, quarterly technical business reviews, and semi-annual roadmap-alignment sessions with key customer stakeholders.
• Architecture & Health Reviews: Lead proactive, in-depth architecture and health reviews across the customer's full Transcend footprint and connected systems post-implementation. Evaluate integration patterns, data flows, authentication, and infrastructure choices to surface risks before they hit production.
• Escalation Management: 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.
• Product Advocacy: Identify cross-account technical patterns, surfacing systemic gaps that require product investment and partnering with Product and Engineering to inform the roadmap.
• Observability & Diagnostics: Use observability tooling to investigate error rates, latency, and integration health across the customer's footprint, correlating findings into a clear technical narrative.
• Adoption Roadmaps: Engineer mutual success frameworks that translate each customer's objectives into a concrete technical adoption roadmap, driving feature adoption, usage depth, and implementation maturity.
• Commercial Alignment: 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.
• Mentorship: Mentor peer TAMs and Support Engineers on complex investigations, customer engagement, and technical storytelling.

Qualifications

Required:

• Experience: 8+ years of progressively advanced experience in a highly technical, customer-facing, post-sales role at a SaaS company, preferably having supported customers’ data infrastructure, AI/ML pipelines, data platforms, or data governance.
• Education: Bachelor’s degree in Information Systems, Data Science, Computer Science, or equivalent experience.
• Working Hours: Able to work East Coast or Central US hours from 9:00 am - 5:00 pm, Monday through Friday.
• Travel: Ability to travel up to 15%.
• Strategic Account Ownership & Executive Presence: Experience owning the technical relationship of strategic customer accounts (Fortune 500 preferred) and operating in front of customer-side data engineering and governance teams, AI/ML leaders, architects, and C-level stakeholders.
• Commercial Mindset: Ability to connect technical work to business value, ROI, and account expansion; directly influence renewal and expansion outcomes through technical advisory.
• Technical Proficiency: Strong familiarity in at least 4 of the following 5 technical areas:
  • Client-Side: Command of HTML/CSS and hands-on experience reading and debugging client-side JavaScript.
  • Server-Side: Fluency in backend development, including reading and debugging server-side JavaScript (TypeScript is a plus), working with data stores, queuing systems, CRON jobs, and authentication patterns.
  • Networking: Understanding of networking fundamentals and how they affect application behavior, connectivity, and troubleshooting.
  • Infrastructure: Familiarity with cloud infrastructure and tooling (AWS, GCP, Azure, Terraform, etc.) and general fluency with architectural considerations.
  • API: Technical fluency with APIs (design patterns, integration, and debugging) and the ability to provide guidance on improvements.
• Proactive Operator: Focus on proactive solutions, identifying risks before they surface, and closing the loop on long-running escalations.
• Exceptional Communicator: Proven ability to translate deeply technical investigations into concise executive summaries and frame technical risks in terms of revenue impact.
• Comfort with Ambiguity: Ability to navigate ambiguous or deeply technical problem spaces using experimentation, pattern recognition, and systems thinking.
• Remote-First Autonomy: Take ownership of your work, know when to write it up versus when to get on a call, and keep things moving across time zones without dropping context.

Preferred:

• Familiarity with ticketing and project systems like Linear, Asana, or Jira.
• Familiarity with the data governance and regulatory landscape (GDPR, CPRA, EU AI Act, sector-specific frameworks like HIPAA) and how privacy and compliance intersect with AI, personalization, and 1st-party data activation.
• Experience with log monitoring tools like Datadog to investigate issues across services.

About Transcend

Transcend is the autonomous data decision platform powering the world's most trusted brands. We help enterprises navigate one of the defining challenges of the AI era: leveraging the data they hold on their users and customers responsibly while still moving fast. By encoding data use permissions directly into the systems that process customer data, Transcend creates a real-time source of truth for consent, preferences, and business rules, enabling organizations to unlock AI, personalization, and customer growth with confidence.