Technical Account Manager

Technical Account Manager (TAM) is accountable for post-sales technical relationship management with enterprise clients across multiple cloud platforms (AWS, Azure, GCP, private/hybrid). The TAM ensures successful onboarding, optimization, ongoing support, and business growth by acting as the technical advisor and trusted advocate for clients. This role collaborates cross-functionally with engineering, operations, product, and customer success teams, and proactively drives adoption, maximizes customer value, and mitigates risk across complex and dynamic cloud environments.

Key Responsibilities:

• Own the technical relationship for designated accounts, delivering tailored advisory, escalation management, and guidance for multi-cloud setups.
• Proactively identify challenges, recommend architectural, performance, security, and cost improvements; drive resolution with internal/external stakeholders.
• Conduct periodic account reviews (success metrics, usage, optimization, risks, compliance).
• Develop and deliver enablement, onboarding, and best-practices workshops; facilitate customer adoption of new services/features.
• Serve as point of contact for major incidents, technical escalations, outage communications, and remediation strategies.
• Ensure documentation, runbooks, and knowledge base are up to date and accessible for assigned customers.
• Advocate for customer needs and product improvements to CSP engineering/product teams.
• Contribute to upsell, cross-sell, and renewal opportunities by identifying technical requirements aligned with business growth.

Required Skillsets

• Deep technical expertise in multi-cloud environments (AWS, Azure, GCP) including networking, security, compute, storage, cloud-native & hybrid architectures.
• Strong troubleshooting and incident management skills with hands-on experience in cloud monitoring, automation, and DevOps tooling.
• Excellent communication, interpersonal, and stakeholder management skills (client-facing, executive presence).
• Proven ability to translate complex technical concepts for business decision makers.
• Knowledge of cloud cost management, compliance, SLAs, and service governance frameworks.
• Experience with deployment automation (Terraform, Ansible, cloud SDK/CLI), CI/CD pipelines, and cloud operations best practices.
• Familiarity with ITIL, agile/scrum delivery, and service management processes.
• Problem-solving orientation with strong data analysis and reporting skills.
• Certifications: AWS Solutions Architect, Azure Administrator, Google Cloud Professional, ITIL v4 (preferred).

Role's Success Measures

• Customer Satisfaction & Retention:

  High CSAT/NPS scores, positive client feedback, strong retention and renewal rates.

• Technical Issue Resolution:

  Fast mean time to resolution (MTTR) on technical issues, reduced incident recurrence.

• Account Growth:

  Successful identification and adoption of new cloud services/features, additional revenue from expansions/upsells.

• Service Health & Optimization:

  Improved cost, performance, and security posture for managed workloads; measurable reduction in outages and operational risks.

• Stakeholder Engagement:

  Effective collaboration with internal teams and clear communication with customers regarding issues, updates, and best practices.

• Proactive Value Delivery:

  Track record of preventing problems, optimizing architectures, and advocating for customer's business outcomes (not just break/fix support).