Director, Technical Account Manager - AMER

Director, Technical Account Manager - AMER Who we are We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in? About Redis: Redis is the world’s most loved real-time data platform. As the home of the open-source Redis project and the provider of Redis Enterprise, we’re at the forefront of solving critical challenges for businesses that need speed, reliability, and scale. Our mission is to build innovative data solutions that empower developers and organizations worldwide to create real-time applications that transform industries. Redis is the leading real-time data platform, enabling organizations to build high-performance, scalable applications for mission-critical workloads. Our customers range from innovative startups to Fortune 500 enterprises. As we continue to expand globally, Technical Account Management plays a critical role in driving customer adoption, operational excellence, retention, and long-term growth. ROLE OVERVIEW The Director, Technical Account Management – AMER is the senior regional leader responsible for defining and executing the TAM strategy across the Americas region. This role leads a team of TAM Managers, who in turn lead teams of individual Technical Account Managers supporting Redis’s enterprise customers. This is a second-line leadership role requiring the ability to lead leaders, set a high technical bar, and drive measurable business outcomes through a distributed team. You will own the TAM operating model for AMER, ensuring enterprise customers achieve architectural excellence, production stability, and long-term value realization from Redis solutions. Success in this role requires deep technical credibility, strong operational discipline, and the ability to drive retention and Net Revenue Retention (NRR) in partnership with Sales, Renewals, Support, Services, and Product. KEY RESPONSIBILITIES REGIONAL TAM STRATEGY & LEADERSHIP - Define and execute the Technical Account Management strategy for AMER, aligned with global CS and company objectives. - Lead, coach, and develop a team of TAM Managers overseeing enterprise and strategic customer portfolios. - Establish clear engagement models, technical success frameworks, and operational standards for the TAM organization. - Drive a culture of technical excellence, accountability, and customer obsession. - Ensure consistent execution of proactive engagement, success planning, and risk management across the region. LEADING LEADERS & TECHNICAL EXCELLENCE - Hire, develop, and retain high-performing TAM Managers. - Set and maintain a high technical bar across the TAM organization. - Coach managers on developing TAMs’ depth in architecture, distributed systems, production readiness, and performance optimization. - Act as a senior escalation point for complex or high-risk technical scenarios. - Ensure TAM teams operate as trusted technical advisors not reactive support resources. CUSTOMER OUTCOMES, RISK & RETENTION - Ensure all customers receive a high quality delivered QBR, each customer has a clear scorecard on the health of redis to ensure they adopt best practices for scalability, reliability, security, and performance. - Provide executive oversight for high-risk (red) and strategic accounts. - Drive proactive identification and mitigation of technical and operational risk across the customer base. - Serve as executive sponsor for select strategic customers as required. REVENUE & CROSS-FUNCTIONAL PARTNERSHIP - Own the technical strategy and execution in partnership with the CSM team, Sales and Renewals leadership to align on account strategy and risk mitigati ... (truncated, view full listing at source)