Technical Account Management Team Lead (EMEA)

Requirements

• 8+ years in customer-facing roles, with experience in Enterprise SaaS products
• 2+ years experience building and leading a team
• Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment
• Strong operational and technical skills (EPM, Solution Architecture, SQL, API)
• Exceptional communication skills and the ability to collaborate cross-functionally
• Data-driven approach to strategy and optimization
• (Desirable) Visionary leader who aligns technical solutions with business outcomes
• (Desirable) Demonstrated ability to design and scale innovative success programs that deliver measurable business impact
• (Desirable) Deep understanding of customer success, technical advisory, and enterprise clients needs
• (Desirable) Collaborative and inspiring team leader

What the job involves

• The Success Advisory team provides expertise across the Customer Success organization through:
• Paid offerings: We design, own and deliver Pigment Success Plans, structured packages that support customers on Solution Architecture, Technical Solutions and Change Management
• Strategic Engagements: We lead expert engagements in Solution Architecture, Technical Solutions and Change Management that are critical to customers’ success
• Our mission is to deliver high-impact expertise engagements that drive adoption and long-term customer success
• What you'll do:
• As the Team Lead, Success Advisory - EMEA, you will drive the strategic expansion of Pigment’s Success Advisory team, ensuring enterprise customers maximize the value of their investment
• You will lead a team of experts delivering high-impact technical and change management guidance through both PSPs and strategic engagements
• Regional Leadership:
• Define and execute the EMEA strategy for Success Advisory, ensuring alignment with company goals and customer needs
• Scale and enhance the Success Advisory function in EMEA, ensuring continuous improvement and innovation in how we deliver technical and strategic advisory services
• Build and lead a high-performing team specializing in Pigment Success Plans
• Pigment Success Plans:
• Oversee the design and delivery of Pigment Success Plans in EMEA
• Enhance our offering based on client feedback, best practices and collaboration with other teams
• Ensure high-quality, personalized or scaled experiences depending on the segment
• Operational Excellence:
• Establish operational frameworks for efficient Pigment Success Plans delivery
• Track KPIs and use analytics to optimize service offerings
• Ensure thorough documentation of advisory engagements
• Cross-Functional Collaboration:
• Partner with Product, R&D, Professional Services and Customer Success teams, providing EMEA-specific feedback
• Collaborate with GTM teams to identify upsell opportunities
• Represent the EMEA customer voice to influence the product roadmap
• Become a cornerstone of our success organization by providing expertise in various areas
• Team Development:
• Recruit, mentor, and develop a diverse team of experts
• Promote a culture of collaboration and continuous learning, empowering team members to contribute ideas and drive customer success.
• Success Metrics:
• Customer Impact: Increased adoption, retention and expansion for customers engaged in Success Advisory Plans
• Operational Excellence: Improved efficiency in service delivery, measured through engagement completion rates (i.e. Delivery Rate) and customer feedback (CSAT, NPS)
• Revenue Growth: Contribution to expansion revenue through upsell/cross-sell of Premium Success Plans