Principle Technical Account Manager

Own and lead enterprise-level strategic engagements with Outreach's most highly strategic customers, serving as a strategic advisor to executive leadership on both sides of the relationship. Define and drive systemic customer success initiatives, transformational programs, and organizational efforts with measurable business impact. Establish TAM engagement models, customer success frameworks, operational standards, and best practices that scale across the organization. Serve as the voice of the customer at a strategic level — influencing long-term product direction, roadmap prioritization, and operational strategy through deep customer insight and advocacy. Lead cross-functional initiatives across Product, Engineering, Supportability, Escalations, and GTM leadership to drive platform evolution and customer outcomes at scale. Advise senior leadership on customer strategy, operational priorities, and systemic risk reduction — anticipating long-term risks and building preventive solutions. Champion AI adoption and innovation across the TAM organization; define best practices, governance, and scalable AI-enabled workflows for operational excellence. Develop scalable frameworks for customer engagement, operational excellence, and risk management that improve the effectiveness of the entire TAM function. Act as a thought leader and change agent — simplifying ambiguity and creating scalable approaches for others to follow across highly complex, novel, cross-functional challenges.