Sr Manager, Techincal Account Management

About the Team & Role

As a Senior Manager for TAM, you will lead a team of Technical Account Managers focused on Site Reliability Engineering (SRE)-aligned customer outcomes. This role is responsible for ensuring customers achieve high levels of availability, performance, resilience, and operational maturity in their production environments.

You will lead a team that acts as a strategic partner to customers, helping them adopt SRE principles, improve reliability posture, and operate mission-critical systems at scale.
 

How you’ll make an impact

Leadership & Team Management

• Lead and develop a team of Technical Account Managers with strong SRE and production operations expertise

• Establish a high-performance culture focused on reliability, accountability, and continuous improvement

• Define competency frameworks around SRE practices (SLIs/SLOs, error budgets, incident management)- ALL ESTABLISHED

• Coach team members on technical depth, customer engagement, and incident leadership

Customer Reliability & Operational Excellence

• Own customer outcomes related to availability, latency, scalability, and resilience

• Guide customers in implementing SRE best practices such as:

  • Service Level Indicators (SLIs) and Objectives (SLOs)

  • Error budgets and reliability trade-offs

  • Incident management and postmortem culture

• Conduct regular operational reviews, architecture reviews, and reliability assessments

Act as an executive escalation point during major incidents (Sev1/Sev2)
 

Incident & Crisis Leadership

• Oversee TAM involvement in major incident response, ensuring structured communication and resolution

• Ensure customers adopt best practices in:

  • Incident command frameworks

  • Blameless postmortems

  • Root cause analysis and remediation tracking

• Drive improvements in MTTR (Mean Time to Resolution) and incident prevention 
   

Technical Strategy & Advisory

• Partner with customers to design resilient, scalable architectures

• Provide guidance on observability (metrics, logs, tracing), alerting strategies, and automation

• Align customer environments with SRE maturity models

• Collaborate with Product and Engineering to address systemic reliability issues
   

Operational Scaling & Process Excellence

• Define and standardize TAM engagement models for production-critical customers

• Build playbooks for:

  • Incident response

  • Reliability reviews

  • Capacity planning and load testing

• Track and report on key reliability and operational metrics:

  • Uptime / availability

  • Error rates

  • MTTR / MTBF

  • Change failure rate
     

Cross-functional Collaboration

• Partner closely with SRE, Support, Engineering, and Product teams to resolve complex issues

• Work with Sales and Customer Success to support renewals and growth through technical credibility and trust

• Act as the voice of the customer in reliability and operational discussions
   

Experience you’ll bring

Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience), ITIL V4 certified

10+ years in technical roles (SRE, DevOps, Production Engineering, TAM, or similar)

3–5+ years of experience managing high-performing technical teams

Deep expertise in:

• Distributed systems and cloud architectures

• Incident management and production operations

• Observability and monitoring tools 

Proven experience working with enterprise customers running mission-critical systems

Preferred Qualifications

• Hands-on experience in Site Reliability Engineering (SRE) or Production Engineering roles

• Strong familiarity with cloud platforms (AWS, Azure, GCP)

• Background in driving operational maturity transformations

• Experience managing global or follow-the-sun teams
   

Key Competencies

• Reliability-first mindset with strong operational discipline

• Ability to lead under pressure during high-severity incidents

• Strong systems thinking and problem-solving skills

• Executive communication and stakeholder management

• Coaching and developing technically deep teams

Success Metrics

• Customer uptime and SLO attainment

• Reduction in incident frequency and severity

• Improvements in MTTR and operational efficiency

• Customer satisfaction and retention

• Adoption of SRE practices across customer environments

• Team engagement and capability growth

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $152,400.00 - $173,300.00