Technical Account Manager (TAM) – Enterprise Clients

Location

Department

Reports To

About the Role

Key Responsibilities

Enterprise Account Management

• Own the post-sale technical relationship for assigned Enterprise accounts.
• Build trusted relationships with customer stakeholders and become their primary technical point of contact.
• Understand customer environments, business goals, integrations, and use cases.
• Conduct regular account reviews and proactive customer engagements.
• Partner with Customer Success Managers (CSMs) to maintain account health and identify renewal risks.
• Monitor account health indicators and recommend actions to improve customer outcomes.

Technical Support & Issue Resolution

• Investigate, troubleshoot, and resolve complex product issues.
• Reproduce customer-reported issues and determine root causes.
• Differentiate between product defects, configuration issues, integration issues, and user errors.
• Manage support tickets and ensure adherence to defined SLA commitments.
• Ensure no customer issue remains without communication updates beyond 24 hours.

Escalation Management

• Own customer escalations from initiation through resolution.
• Coordinate with Engineering Services, Product, and Support teams to drive timely resolution.
• Maintain escalation trackers and provide proactive status updates.
• Ensure customers receive clear communication regarding issue status, next actions, and expected timelines.
• Conduct post-incident reviews and share RCA findings when required.

Integration & Technical Advisory

• Support customers using APIs, SSO, HRMS integrations, LMS integrations, and third-party systems.
• Analyze logs, API responses, and system behavior to diagnose integration issues.
• Collaborate with Engineering Services teams for complex implementation and integration challenges.
• Provide technical guidance and best practices to customers.

Product Advocacy & Feedback

• Capture customer feedback, enhancement requests, and recurring issues.
• Collaborate with Product teams to communicate customer requirements and pain points.
• Identify trends and recurring patterns that impact the customer experience.

Knowledge Management

• Create and maintain internal and customer-facing knowledge articles.
• Document complex issue resolutions and troubleshooting methodologies.
• Contribute to process improvement initiatives and support scalability efforts.

Reporting & Governance

• Maintain account health trackers.
• Monitor SLA adherence and ticket aging.
• Track open bugs and Engineering dependencies.
• Provide weekly updates on customer health, escalations, risks, and support metrics.
• Support Quarterly Business Reviews (QBRs) with customer insights and operational data.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• 5+ years of experience in:
  • Technical Account Management
  • Enterprise Technical Support
  • Customer Success with strong technical responsibilities
  • SaaS Customer Operations
• Experience supporting Enterprise SaaS customers.
• Strong understanding of customer lifecycle management.
• Experience managing multiple high-value customer accounts simultaneously.

Technical Skills

Must Have

• SaaS application support experience.
• Strong troubleshooting and root cause analysis skills.
• Experience with APIs and web technologies.
• Understanding of integrations, authentication mechanisms, and enterprise systems.
• Experience with ticketing systems such as Jira, Freshdesk, Zendesk, HubSpot, or similar.
• Ability to create detailed bug reports and technical documentation.

Good to Have

• LMS, HRMS, EdTech, or Learning Technology experience.
• SQL knowledge.
• SSO technologies (SAML, OAuth, OpenID Connect).
• Experience working with Engineering and Product organizations.
• Basic understanding of HTML, CSS, and JavaScript.

Core Competencies

Customer Relationship Management

• Builds trusted relationships with Enterprise customers.
• Demonstrates empathy and professionalism in customer interactions.
• Acts as a customer advocate internally.

Technical Expertise

• Deep understanding of the product and customer environments.
• Ability to independently diagnose and categorize issues.
• Strong analytical and problem-solving skills.

Communication Excellence

• Exceptional written and verbal communication.
• Ability to explain technical concepts to non-technical stakeholders.
• Proactive and transparent customer communication.

Escalation Management

• Remains calm and structured during critical situations.
• Drives accountability across internal teams.
• Maintains customer confidence during incidents.

Ownership & Accountability

• Takes end-to-end ownership of customer outcomes.
• Follows through on commitments.
• Demonstrates strong execution and attention to detail.

Prioritization & Time Management

• Effectively manages competing priorities across multiple accounts.
• Understands business impact and allocates effort accordingly.
• Identifies risks before they become escalations.

Success Metrics (KPIs)

Operational Metrics

• SLA Adherence %
• First Response SLA Achievement %
• Resolution SLA Achievement %
• Ticket Aging
• Escalation Resolution Time
• Escalation Volume

Customer Metrics

• CSAT Score
• Customer Health Score
• Renewal Risk Identification
• Customer Relationship Strength

Quality Metrics

• Bug Report Quality
• Knowledge Base Contributions
• Documentation Completeness
• RCA Quality

Business Metrics

• Account Retention Support
• Reduction in Repeat Issues
• Proactive Risk Identification
• Cross-functional Collaboration Effectiveness

Non-Negotiable Expectations

• No ticket remains without customer communication for more than 24 hours.
• Every escalation has a documented owner, status, and next action.
• Escalation risks are proactively communicated before becoming leadership concerns.
• Bug reports must be complete and reproducible.
• Account health reviews must be maintained regularly.
• Customer Success and TAM teams must remain aligned on account status.
• Knowledge sharing and documentation are mandatory responsibilities.
• A strong ownership mindset and a customer-first approach are expected at all times.

Why Join Us

• Manage strategic Enterprise customers.
• Influence product direction through customer insights.
• Work closely with Product, Engineering, and Customer Success leadership.
• Be part of a fast-growing SaaS company scaling globally.
• Opportunity to build deep expertise in Enterprise Customer Success and Technical Account Management.