Technical Account Management Team Lead - EMEA

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.

Qualifications

• 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.

What Sets You Apart

• Visionary leader who aligns technical solutions with business outcomes.
• Demonstrated ability to design and scale innovative success programs that deliver measurable business impact.
• Deep understanding of customer success, technical advisory, and enterprise clients needs.
• Collaborative and inspiring team leader.