Senior Technical Account Manager - Strategic Services (EMEA)

At [Employer], we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

About [Employer]

[Employer] is the everything app for work, built to help teams plan, collaborate, and execute in one place. Our customers rely on [Employer] to simplify complexity, move faster, and build better operating systems for work across teams.

The Role

We’re hiring a Senior Technical Account Manager, Strategic Services to partner with strategic customers as they implement, expand, and mature their use of [Employer]. This role sits within Professional Services and is ideal for someone who can blend customer leadership, workflow design, technical problem solving, and practical change management.

You’ll help customers move from fragmented processes to scalable ways of working in [Employer]. That means leading complex implementations, guiding adoption across multiple stakeholder groups, identifying opportunities for automation and AI, and helping customers realize measurable business value from the platform.

What You’ll Do

Lead strategic implementations and customer transformations

• Own complex customer engagements from discovery through rollout, enablement, and ongoing optimization.
• Diagnose current-state workflows, identify friction points, and design scalable future-state solutions in [Employer].
• Guide customers through governance, architecture, process design, and rollout planning across multiple teams or business units.
• Help customers recover momentum when implementations stall, priorities shift, or stakeholder alignment breaks down.

Drive adoption, value realization, and account health

• Partner closely with customer stakeholders to define success measures, adoption milestones, and practical next steps.
• Translate customer goals into clear execution plans that improve adoption, stakeholder engagement, and long-term platform value.
• Use usage signals, customer feedback, and business context to identify risks early and build recovery or acceleration plans.
• Support strategic business reviews and customer conversations with a clear point of view on progress, opportunities, and priorities.

Design scalable solutions, automation, and AI use cases

• Turn complex business needs into thoughtful [Employer] solutions using workflows, structure, automations, reporting, and process best practices.
• Recommend when to standardize, when to keep flexibility, and how to balance technical ambition with customer readiness.
• Identify practical automation and AI opportunities that improve customer outcomes instead of creating unnecessary complexity.
• Help customers operationalize new ways of working by pairing solution design with enablement, change management, and adoption support.

Partner across teams to solve complex customer problems

• Act as a trusted advisor to customer admins, operators, and executive stakeholders.
• Coordinate effectively with Customer Success, Sales, Product, Support, and other internal partners to keep customer work moving.
• Escalate thoughtfully, communicate clearly, and maintain ownership even when multiple teams are involved.
• Bring customer feedback and recurring pain points back to internal teams to improve product usage, delivery patterns, and customer outcomes.

What We’re Looking For

Required qualifications

• Experience in a customer-facing post-sale role such as Technical Account Management, Professional Services, Solutions Consulting, Implementation Consulting, or a closely related function.
• Proven success leading complex SaaS implementations, customer transformations, or strategic enablement programs with multiple stakeholders.
• Strong workflow and process design instincts, including the ability to translate ambiguous business needs into scalable solutions.
• Excellent customer communication skills, including confidence with both hands-on operators and executive stakeholders.
• Strong judgment in ambiguous environments, with the ability to prioritize, simplify complexity, and keep momentum through change.
• A clear ownership mindset and track record of driving outcomes rather than operating reactively.

Preferred qualifications

• Experience with work management, workflow automation, collaboration, CRM, ITSM, or adjacent SaaS platforms.
• Comfort recommending or deploying automation, reporting, and AI-enabled workflow improvements.
• Experience managing strategic or enterprise customer relationships where adoption, governance, and value realization mattered as much as configuration.
• Exposure to change management, customer enablement, or consulting-style discovery and solutioning.
• Ability to influence cross-functional teams without direct authority.

Location

• This role is approved for hiring in Ireland.
• Please confirm any remote, hybrid, travel, or time-zone expectations during the hiring process.

Why this role is compelling

This is a high-impact opportunity for someone who enjoys combining customer strategy, technical solutioning, and execution. You’ll help strategic customers transform how they work, while shaping scalable delivery patterns inside a fast-moving environment where adoption, workflow design, automation, and AI all matter.#LI-SO1#LI-remote

Equal Opportunity Employer

[Employer] is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details.

Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

Fraud Alert

[Employer] Talent Acquisition will only initiate contact via an @[Employer].com email or through our official careers portal on [Employer].com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [email removed].

AI Processing Notice

[Employer] may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at [email removed].