Senior Technical Account Manager, Atlas

About the role

Armada is a full-stack edge infrastructure company delivering compute, connectivity, and sovereign AI/ML to some of the world's most remote places. Named one of Fast Company's Most Innovative Companies, Armada's solutions are deployed in over 60 countries globally for organizations ranging from energy to defense. With over $200 million in funding, Armada is backed by top investors such as Microsoft (M12), Founders Fund, and has strategic partnerships including Starlink, Skydio, and NVIDIA. We are looking for the most brilliant minds in the world to join us. Working at Armada means taking ownership, driving autonomy, and delivering impact. You'll tackle challenges that haven't been solved before and help build something transformative from the ground up. What you do here will not only define your career but help further Armada's mission to bridge the digital divide for customers around the world. Role Overview The Senior Technical Account Manager for Atlas is responsible for owning the post-deployment technical success of Armada's Atlas customers. This role focuses on platform adoption, operational maturity, reliability, and expansion, rather than initial deployment execution. Atlas deployments are handled by Armada's support and delivery teams due to the SaaS nature of the product. Once customers are live, the Senior TAM becomes the primary technical owner and success partner, ensuring Atlas is deeply embedded into customer workflows, governance models, and operational processes. A core responsibility of this role is to build, maintain, and actively drive Joint Success Plans (JSPs) with customers. These plans align Atlas platform capabilities with customer business outcomes and serve as the operating framework for ongoing engagement, prioritization, and value delivery. Success is measured by adoption depth, customer confidence, retention, expansion, and demonstrated business value. Location: This role will be based remotely in the Eastern Time Zone.

Responsibilities

• Technical account ownership and customer success
• Serve as the primary technical point of contact (L1) for Atlas customers post go-live
• Own the short and long-term technical success and health of assigned accounts
• Build trusted, durable relationships with customer engineering, IT, platform, and operations teams
• Act as the customer's advocate inside Armada for platform improvements and roadmap alignment
• Is main contact point during escalations and drives resolution
• Collaborates with AEs to co-deliver QBRs
• Joint Success Plan ownership
• Build, maintain, and continuously drive Joint Success Plans with customers
• Align Atlas platform capabilities to customer business objectives, operational KPIs, and success criteria
• Use the Joint Success Plan as the system of record for priorities, milestones, risks, and outcomes
• Regularly review and update success plans with customer stakeholders and Armada leadership
• Ensure success plans directly inform adoption strategy, roadmap discussions, and expansion planning
• Atlas platform adoption and optimization
• Drive deep adoption of Atlas capabilities including monitoring, lifecycle management, governance, and automation
• Help customers integrate Atlas into existing workflows, tooling, and operational processes
• Identify usage gaps, friction points, and opportunities to expand Atlas value
• Guide customers from initial usage into advanced, production-grade operating patterns
• Identifies applications to be integrated into Marketplace and drives the execution of this integration
• Supports customers to self-onboard assets which are not covered by Support like SD-WAN and others
• Supports the customers with asset management best practices
• Trains new users to use Atlas in a proficient way
• Time-to-value and ongoing value realization
• Accelerate time-to-value by prioritizing high-impact Atlas use cases
• Translate platform usage into measurable outcomes such as improved uptime, operational efficiency, and reduced complexity
• Track, quantify, and communicate realized value through structured reviews and health checks
• Operational excellence and reliability
• Monitor platform health, usage trends, and operational signals across assigned accounts
• Proactively identify risks, misconfigurations, or adoption challenges before they impact customers
• Coordinate with Support, Engineering, and Product teams to resolve issues efficiently
• Ensure customers operate Atlas in a secure, stable, and scalable manner
• Governance, security, and compliance alignment
• Support customers in aligning Atlas usage with security, access control, audit logs, and governance expectations
• Partner with customer security and compliance teams as needed
• Maintain disciplined operational hygiene, documentation, and access management
• Expansion and growth support
• Identify Atlas-led expansion opportunities including additional users, environments, or use cases
• Partner with Sales and Customer Success leadership on expans

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