Technical Account Manager

TL;DR

Technical Account Manager (Vercel/EMEA): Own the post-sales technical relationship for a portfolio of strategic enterprise accounts, orchestrating outcomes across Support, Engineering, Product, and Sales with an accent on incident triage, architectural guidance, and renewal continuity. Focus on driving proactive risk identification and remediation roadmaps, ensuring engagements land successfully and compound in value over time.

Location: Located within the EMEA region; in-office anchor days on Monday, Tuesday, and Friday if based within commuting distance of London or Berlin

Company

Vercel builds agentic infrastructure and developer tools behind Next.js, v0, and the Vercel AI SDK.

What you will do

• Own the post-sales technical relationship for up to three strategic enterprise accounts, including formal handover from Solutions Architecture and running weekly check-ins, monthly business reviews, quarterly QBRs, and an annual roadmap workshop.
• Lead post-incident pattern ownership and technical triage by driving post-mortems, identifying architectural root causes, and owning the remediation roadmap with a 4 business-hour response commitment for P1/P2 escalations.
• Drive proactive technical strategy, cost optimization, and architectural guidance through deeper, more frequent reviews, risk mapping, and pre-launch readiness assessments.
• Scope and orchestrate broader Vercel engagements on your accounts (Forward Deployed Engineers, Professional Services, audits, workshops) and integrate outcomes into the customer’s longer-term technical roadmap.
• Act as the customer’s voice inside Vercel by translating technical needs into product/engineering/support signals and holding internal teams accountable to commitments.
• Carry primary accountability for annual renewal of the TAM engagement, measured by renewal rate, TAM-specific CSAT, and escalation responsiveness.

Requirements

• 5+ years in customer-facing technical roles (Technical Account Management, Solutions Architecture, Developer Success Engineering, Customer Support Engineering, Field Engineering, or hands-on technical consulting) at a platform/infrastructure/developer tools company.
• Deep production experience with Next.js and the Vercel platform, including App Router internals, ISR and caching strategies, Fluid Compute, the AI SDK, and cost-optimization patterns.
• Proven ability to deliver complex technical outcomes across organizations without formal authority, including escalation when blocked.
• Strong written communication for executive and incident contexts (incident summaries, executive readouts, post-mortems).
• Comfort working as a peer to senior technical leadership (e.g., CTO-level) and pushing back on technical decisions confidently.
• Willingness to travel approximately 4–8 times per year to customer offices for QBRs, the annual roadmap workshop, and incident retrospectives.

Culture & Benefits

• Customer-funded, billable role with no on-call duty, no production code writing, and no sales quota.
• Continuity-focused responsibility: take over accounts from Solutions Architecture and maintain long-term technical value.
• EMEA-based role with in-office anchor days (Mon/Tue/Fri) for candidates within commuting distance of London or Berlin.
• Cross-functional collaboration across Support, Engineering, Product, and Sales with defined escalation and response expectations.
• Measured outcomes tied to renewal rate, TAM CSAT, and escalation responsiveness.

Hiring process

• Application review followed by interviews focused on technical account ownership, incident/triage experience, and cross-org execution.
• Assessment of Next.js/Vercel production expertise and written communication through executive/incident-style scenarios.
• Final discussions to confirm fit for EMEA coverage, travel expectations, and account handover continuity.