Head of Technical Account Management - AMER

Vercel

ABOUT VERCEL: Vercel is the agentic infrastructure company. We free people and agents to ship what’s next. For more than a decade, Vercel has shaped how the web is built. As the team behind Next.js, v0, and AI SDK, we create products that help builders move from idea to production with speed, security, and exceptional developer experience. Now, software is entering a new era, and the next generation of products will not just be used by people. They will be built, extended, and operated by agents. We are building the platform for that future, trusted by companies like OpenAI, PayPal, Ramp, Supreme, and millions of developers worldwide. Whether you’re building our products, supporting our customers, growing our community, or shaping our story, you’ll help define what comes next. ABOUT THE ROLE: We are looking for a Director, Field Engineering Operations to join our Revenue Operations team. In this role, you’ll architect the systems, processes, and insights that enable a fast-growing Field Engineering organization to scale even more effectively. As a strategic partner to the VP of Field Engineering, you will own the operational backbone that enables our Solutions Architects, Developer Success Engineers, Customer Success Engineers, Technical Account Managers, and Professional Services teams to deliver outsized customer impact. You will build and lead a team that brings discipline to capacity planning, territory alignment, performance measurement, and customer lifecycle management— while constantly asking how we can use better tooling, smarter automation, and tighter feedback loops to make the organization faster and sharper. You will report to the Head of Revenue Operations, and the role will be hybrid in-office in San Francisco. If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday, even if the role is listed as remote. For location-specific details, please connect with our recruiting team. WHAT YOU WILL DO: * Own the end-to-end operational strategy for Field Engineering— designing and optimizing the processes, systems, and frameworks that enable the SA, DSE, CSE, TAM, and Professional Services teams to operate at scale and deliver measurable customer impact. * Build, lead, and develop a high-performing Field Engineering Operations team, establishing the function as a strategic pillar within the FE organization and a trusted partner to FE leadership. * Shape and iterate on how Field Engineering is organized and runs— driving changes to team structures, role definitions and RACI, and engagement models as the team scales, and pressure-testing those proposals with a deep understanding of people, process, and data. * Drive capacity planning, territory design, and resource allocation across Field Engineering— ensuring alignment with GTM teams and with sensitivity to unique regional coverage models across AMER, EMEA, and APAC. * Own the pre- to post-sales lifecycle framework, including technical win and onboarding forecasting, go-live tracking, and consumption ramp measurement— building the systems, processes and insights that give leadership visibility into customer time-to-value and FE team effectiveness. * Define and maintain the FE metrics and reporting infrastructure— developing KPIs, dashboards, and health scoring models that provide actionable insights on team performance, account engagement, and customer outcomes. ABOUT YOU: * 8+ years of experience in operations, strategy, or technical program leadership supporting field engineering, solutions, or customer-facing technical organizations at high-growth SaaS companies, with at least 3 years building and leading teams * Demonstrated experience standing up or scaling operational frameworks for pre-sales and post-sales technical teams (e.g., Solutions Architects, Sales Engineers, Professional Services, Customer Success Engineering) * Proficiency in core GTM systems and architecture (e.g. Salesforce administration and architecture, including custom objects, flows, reporting, and integration with ecosystem applications) * Track record of building territory planning, capacity modeling, and compensation design processes for technical field teams at companies with $100M+ ARR * You think in systems— you can assess a Field Engineering org end-to-end, identify where the biggest operational leverage points are, and translate that into a prioritized roadmap that helps us iterate, accelerate, and scale * Strong analytical instincts paired with a bias toward execution— you instrument what matters, make it visible and actionable, and use it to drive operating cadences that keep teams accountable * Proven ability to operate as a true partner to VP-level technical leaders— someone who earns a seat at the table by translating ambiguous org-level priorities into concrete operational plans and driving them cross-functionally with Sales, Finance, Product, and RevOps BONUS IF YOU: * Have experience building operations functions from the ground up within a Field Engineering or Solutions Architecture organization * Have worked in developer tools, infrastructure, or cloud platform companies with strong PLG and enterprise sales motions * Have experience with post-sales lifecycle management, including consumption-based pricing models, onboarding funnels, and customer health scoring frameworks * Have a point of view on how AI, automation, and internal tooling can fundamentally change how a technical field org operates— and have shipped something that demonstrates it * Are comfortable with technical tooling beyond Salesforce— e.g., writing SQL for ad hoc analysis, building lightweight internal tools, or partnering closely with GTM Engineering teams on platform builds BENEFITS: * Competitive compensation package, including equity. * Inclusive Healthcare Package. * Learn and Grow - we provide mentorship and send you to events that help you build your network and skills. * Flexible Time Off. * We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed. The San Francisco, CA base pay range for this role is $260,000-$300,000. Actual salary will be based on job-related skills, experience, and location. Compensation outside of San Francisco may be adjusted based on employee location. The total compensation package may include benefits, equity-based compensation, and eligibility for a company bonus or variable pay program depending on the role. Your recruiter can share more details during the hiring process. Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

Farfetch

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.   COMMERCIAL We're partnering with global brands and the most influential and renowned boutique curators to bring our customers an unrivalled range of fashion to empower their individuality. We’re relationship builders, we’re solution finders and we’re analysts. We work with all areas of the FARFETCH business to improve our social and environmental impact while delivering business success. We want to empower our consumers to buy better, improve our operational footprint, and explore new business models that improve our impact.   LONDON Our office is located in Old Street, London's tech hub. Our open-plan space is ideal for collaborative working. When you're not doing what's never been done, you can enjoy a team lunch on our large outdoor terrace, or join a yoga class in our dedicated studio.   THE ROLE The Head of Business Development is responsible for leading business development across Brands and Boutiques for the EMEA region, with dotted line accountability from Americas and APAC regions. The Head of BD will own the pipeline of brand and boutique signings and be responsible for setting targets and driving the team to deliver against new business opportunities. Concurrently, the Head of BD will also oversee expansions and terminations within the existing partner portfolio.    The role will require thought leadership on new commercial & operational models that best fit partner needs and reflect changes in the competitive landscape; a strong and detailed grasp on the specifics of FARFETCH’s legal and financial setup; and close collaboration with Integrations (PI) on partner technical needs, and Merchandising on pipeline prioritisation. Finally, the Head of BD should also oversee the transition from new partner signing into ongoing partner management once handed over to Brand Management, Account Management, and Partner Success/Service teams.

Notion

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. ABOUT THE ROLE The Support Manager will be responsible for building and leading a team of technical and general support specialists in the EMEA region. You will report into the Head of Support, AMER & EMEA and collaborate closely with the CX regional Support Leads to ensure cohesive operations across EMEA. This role will support the growth of CX within EMEA, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have experience leading with data and experience managing high performing Enterprise, technical and non-technical teams of various levels. WHAT YOU'LL ACHIEVE * Manage technical and non-technical resources in EMEA, and ensure KPI attainment within both technical, billing, and general support specialists * Collaborate closely with the Support Leads across the globe and User Operations leadership to ensure cohesive support operations across Notion’s global CX organization * Maintain excellent relationships with the Go-To-Market leadership team in region and ship process improvement to drive cross-functional collaboration and customer revenue outcomes * Understand and improve CX processes and materials to meet needs, taking cultural differences and local priorities into account * Proactively identify areas for improvement and own the implementation of necessary changes to CX support processes. Own, coordinate and ship process improvements in collaboration with the User Ops and CX Leadership * Analyze team and customer data regularly and drive continuous improvement within the EMEA Direct Support team * Own reporting and communication of EMEA team metrics and trends to senior Leadership in region and globally * Directly manage escalations from EMEA customers end-to-end * Jump in to help solve technical and non-technical customer tickets when there’s a spike in volume * Participate in the global on-call rotation to cover incidents SKILLS YOU'LL NEED TO BRING * 8+ years of work experience in customer support team of a software company * 2+ years of work experience in leading and managing a high performing customer support team * You have deep understanding of the nuance of managing product and technical support questions, and can apply that to improve the customer experience. * You are deeply passionate about developing others, finding energy and purpose in mentoring team members to reach their full potential, and taking pride in seeing them thrive under your leadership * You are extremely user-focused, with a passion for solving problems that increase the user quality of life for customers * You have technical knowledge and/or experience in handling problems of Single Sign-On protocols (including OAuth, SAML, and SCIM) and Rest APIs * You have strong customer escalation management skills * You have strong data reporting and data analytics skills * You are able to guide a team to balance user expectations while understanding policies and compliance boundaries * You have strong organizational skills with the ability to manage multiple priorities in a dynamic environment * You have experience building robust and scalable processes spanning across go-to-market and technical teams * You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results. NICE TO HAVES * You have previous experience supporting a market at an early stage and/or being part of a startup team * You have experience with SQL * You are familiar with and/or a user of Notion Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. The estimated base salary range for this role is €98,000 - €133,000 per year. By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy. #LI-Onsite A NOTE ON AI You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on. EQUAL OPPORTUNITY & ACCOMMODATIONS We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know. Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.