Job description

Location requirements: Remote based role. Open to candidates in the United States. About the Role: At BigPanda, the Technical Account Manager (TAM) is the post-sales equivalent of a Sales Engineer — the technical heartbeat of the customer relationship long after the deal closes. You sit at the intersection of deep product expertise and strategic account partnership, helping enterprise IT and operations teams continuously unlock value from the BigPanda AIOps platform. This role exists because our customers' success is not a one-time event — it's an ongoing technical and business journey, and you are their guide for it. You will protect and grow revenue by turning adoption into outcomes. What you will do: • Own a book of named accounts across our tiering structure • Drive technical adoption across the BigPanda platform by identifying underutilized capabilities, building action plans, and guiding customers toward measurable improvements in incident management, correlation, and automation. • Lead regular customer touchpoints — cadenced working sessions, health checks, and executive QBRs — ensuring each account has a clear roadmap and a visible path to value. • Partner with Account Managers on renewal planning, surfacing risk signals 3–6 months in advance and positioning expansion opportunities tied to demonstrated platform value. • Collaborate with field Sales Engineers on POV engagements when expansion opportunities are uncovered — running the technical track jointly, learning the sales cycle, and earning a 50/50 split on resulting opportunities. • Serve as the internal voice of the customer — routing feedback to Product, escalating support issues, and advocating for the customer's priorities across PS, Support, and Engineering. • Build and maintain relationships with technical champions and power users within accounts, ensuring BigPanda is embedded deeply enough to withstand organizational change. • Work with customers to quantify and articulate how the platform provides them value. • Identify and qualify cross-sell and upsell opportunities within your accounts, working alongside the AM and AE to position additional offerings where there is genuine customer fit. What skills and experience you’ll bring to BigPanda: Required: • 3+ years in a post-sales technical role — Solutions Engineer, Technical CSM, Implementation Engineer, or equivalent — with direct ownership of enterprise customer relationships. • Demonstrated ability to navigate both technical and business conversations in the same account; you are equally comfortable in a whiteboard session with an architect and a value conversation with a VP of IT Operations. • Hands-on experience with monitoring, observability, incident management, or ITSM tooling (e.g., ServiceNow, Splunk, PagerDuty, Datadog, or equivalent). • Working knowledge of RESTful APIs, scripting (Python, JavaScript, or similar), and integration patterns — enough to guide customers through technical configurations and troubleshoot independently. • Strong relationship management instincts: you proactively communicate, flag risk early, and follow through on commitments without being managed to do so. • High emotional intelligence — you read the room, adapt your communication style to your audience, and build trust quickly with both technical teams and business stakeholders. Nice to Have: • Prior experience as a BigPanda customer, administrator, or implementation partner. • Familiarity with value-selling frameworks such as MEDDPICC or Command of the Message. • Experience in or supporting a NOC, SRE, or IT Operations environment. • Exposure to AIOps, event correlation, or machine learning concepts in an enterprise context. • Experience working alongside a quota-carrying sales team on expansion or upsell motions. WHAT SUCCESS LOOKS LIKE IN YEAR 1 • Your assigned accounts maintain or improve gross retention, with renewal risk identified and actively managed at least 90 days in advance for every account in your book. • You have established a consistent cadence with each account — every Tier 1 account has an active executive relationship and a documented roadmap; no Tier 2 or Tier 3 account is dark. • You have completed at least one joint POV engagement alongside a field SE, demonstrating the ability to contribute to a technical sales cycle and earning your share of the resulting opportunity. • Internal stakeholders — AMs, AEs, Support, and PS — describe you as the go-to technical resource for your accounts, and customers describe you as the person who actually gets things done. TOOLS & TECHNOLOGIES BigPanda AIOps Platform · Salesforce (CRM and account tracking) · Gong (call recording and account intelligence) · Slack (internal and external collaboration) · ServiceNow (customer environment integration) · Google Workspace · Glean (internal knowledge search) · BigPanda University / enablement content · Anthropic Claude About Us: BigPanda delivers agentic automation for IT operations. We enable enterprise IT to keep its digital world running by transforming manual and reactive human processes into intelligent, autonomous systems that detect, respond, and prevent IT incidents at machine speed. That’s why the world’s most trusted brands rely on BigPanda to improve operational efficiency and deliver exceptional service reliability to their customers. We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career. Our Benefits: • Competitive equity • Remote-first environment • Unlimited PTO • Twelve (12) paid holidays throughout the year • Comprehensive health benefits • #PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents. • Financial planning services • Employee learning & development budget • Values-based recognition (quarterly and annually) • Social community & ERG programs • Dog friendly office • Lunches provided in office • Flexible work environment along with a work-from-home stipend to support remote work arrangements • Values-based culture Please note that visa sponsorship is not available for this position. Market competitive salary with an anticipated OTE compensation range (salary + commission target) of $125,000- 145,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This is a commission-eligible position, and the pay mix for this role is 50/50 (AE), or 70/30 (SE) BigPanda offers a generous total rewards package that includes base pay, commission, equity, and a world-class benefits program. We run one (1) compensation review cycle per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience. BigPanda is proud to be an Equal Employment Opportunity workplace employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Note: BigPanda is an E-Verify Employer If you need assistance or an accommodation due to a disability, you may contact us at peoplequestions@bigpanda.io.

Requirements

Must-haves

Own a book of named accounts across our tiering structure
Lead regular customer touchpoints — cadenced working sessions, health checks, and executive QBRs — ensuring each account has a clear roadmap and a visible path to value.
Partner with Account Managers on renewal planning, surfacing risk signals 3–6 months in advance and positioning expansion opportunities tied to demonstrated platform value.
Collaborate with field Sales Engineers on POV engagements when expansion opportunities are uncovered — running the technical track jointly, learning the sales cycle, and earning a 50/50 split on resulting opportunities.
Serve as the internal voice of the customer — routing feedback to Product, escalating support issues, and advocating for the customer's priorities across PS, Support, and Engineering.
Build and maintain relationships with technical champions and power users within accounts, ensuring BigPanda is embedded deeply enough to withstand organizational change.
Work with customers to quantify and articulate how the platform provides them value.
Identify and qualify cross-sell and upsell opportunities within your accounts, working alongside the AM and AE to position additional offerings where there is genuine customer fit.
What skills and experience you’ll bring to BigPanda:
3+ years in a post-sales technical role — Solutions Engineer, Technical CSM, Implementation Engineer, or equivalent — with direct ownership of enterprise customer relationships.
Demonstrated ability to navigate both technical and business conversations in the same account; you are equally comfortable in a whiteboard session with an architect and a value conversation with a VP of IT Operations.
Hands-on experience with monitoring, observability, incident management, or ITSM tooling (e.g., ServiceNow, Splunk, PagerDuty, Datadog, or equivalent).
Working knowledge of RESTful APIs, scripting (Python, JavaScript, or similar), and integration patterns — enough to guide customers through technical configurations and troubleshoot independently.
Strong relationship management instincts: you proactively communicate, flag risk early, and follow through on commitments without being managed to do so.
High emotional intelligence — you read the room, adapt your communication style to your audience, and build trust quickly with both technical teams and business stakeholders.
Your assigned accounts maintain or improve gross retention, with renewal risk identified and actively managed at least 90 days in advance for every account in your book.
You have established a consistent cadence with each account — every Tier 1 account has an active executive relationship and a documented roadmap; no Tier 2 or Tier 3 account is dark.
You have completed at least one joint POV engagement alongside a field SE, demonstrating the ability to contribute to a technical sales cycle and earning your share of the resulting opportunity.
Internal stakeholders — AMs, AEs, Support, and PS — describe you as the go-to technical resource for your accounts, and customers describe you as the person who actually gets things done.

Nice-to-haves

Prior experience as a BigPanda customer, administrator, or implementation partner.
Familiarity with value-selling frameworks such as MEDDPICC or Command of the Message.
Experience in or supporting a NOC, SRE, or IT Operations environment.
Exposure to AIOps, event correlation, or machine learning concepts in an enterprise context.
Experience working alongside a quota-carrying sales team on expansion or upsell motions.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

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Platform: gem
Effort: medium

Benefits

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Pto

Parental Leave