Senior Technical Account Manager

• The Senior Technical Account Manager is a senior commercially oriented technical advisor within the Lighthouse Commercial team
• They manage a portfolio of complex and high-value accounts, partnering closely with Account Executives to drive adoption, retention, and growth
• The role combines strong Lighthouse product and integration expertise with commercial judgment and proactive account management
• The Senior TAM acts as a trusted technical advisor to customer stakeholders, identifies risks and opportunities before they become issues, and translates technical capabilities into measurable business value
• Strategic Account & AE Partnership
• Own the technical relationship across a portfolio of complex managed accounts
• Partner closely with AEs on account strategy, retention, expansion, and renewal planning
• Proactively identify adoption gaps, technical risks, expansion opportunities, and churn signals
• Provide usage, adoption, ROI, and technical insights to support renewals and commercial conversations
• Lead or contribute to QBRs, adoption reviews, renewal preparation, and executive customer engagements
• Tailor engagement based on account value, complexity, health, and commercial opportunity
• Product & Technical Expertise
• Serve as a senior SME across Lighthouse products, integrations, data, and AI capabilities
• Understand BI data structures, market codes, OTB vs. Actuals, and common data-quality issues
• Demonstrate strong knowledge of Connect AI, PMS/OTA connectivity, Rate Insight & Parity, The Hotels Network, Market Insight, and Ernest/Revenue Agent
• Understand APIs, data flows, PMS/channel integrations, and common integration failure points well enough to scope, diagnose, and explain complex scenarios
• Own the customer-facing technical narrative while partnering with Customer Care, Engineering, and Product on underlying resolution
• Customer Adoption & Value Realization
• Build account-specific adoption plans that connect Lighthouse capabilities to customer business outcomes
• Drive sustained adoption of core products, advanced functionality, and AI capabilities
• Lead best-practice sessions, technical value reviews, and targeted adoption engagements
• Monitor adoption milestones and proactively intervene when customers are not realizing expected value
• Develop and share scalable best practices, playbooks, and customer-facing content
• AI-First Account Management
• Actively drive adoption of Ernest/Revenue Agent and other AI capabilities across the portfolio
• Use Claude, Gemini, and Lighthouse AI tools daily to improve account analysis, preparation, communication, and prioritization
• Translate AI capabilities into practical customer use cases and measurable outcomes
• Identify opportunities to automate repetitive account-management activities and improve portfolio scalability
• Validate AI-generated insights and maintain high standards of accuracy and customer relevance
• Cross-Functional Leadership
• Act as a senior bridge between Commercial, Customer Care, Engineering, Product, and customers
• Bring structured customer feedback and product insights into internal teams
• Coordinate complex technical engagements and ensure clear ownership and communication
• Share technical and commercial best practices with other TAMs and AEs
• Contribute to improvements in TAM processes, playbooks, tooling, and operating models

Benefits

• Vision & dental Insurance
• Work from home opportunities
• Health insurance

• Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we’ve described, but you’re passionate about what we do and are a quick learner, we’d love to hear from you!