Bayt.com

Submitting more applications increases your chances of landing a job.

Here’s how busy the average job seeker was last month:

Opportunities viewed

Applications submitted

Keep exploring and applying to maximize your chances!

Looking for employers with a proven track record of hiring women?

Click here to explore opportunities now!
We Value Your Feedback

You are invited to participate in a survey designed to help researchers understand how best to match workers to the types of jobs they are searching for

Would You Be Likely to Participate?

If selected, we will contact you via email with further instructions and details about your participation.

You will receive a $7 payout for answering the survey.


User unblocked successfully
https://bayt.page.link/RW8tXPdxB9Y8qiH27
Back to the job results

Technical Account Manager

22 days ago 2026/10/11
Other Business Support Services
Create a job alert for similar positions
Job alert turned off. You won’t receive updates for this search anymore.
Undo

Job description

Technical Account Manager (TAM) – Enterprise ClientsLocationChennai (Hybrid)
DepartmentTechnical Support & Customer Experience
Reports ToManager / Senior Manager – Technical Support
About the RoleWe are looking for a highly customer-focused, technically strong Technical Account Manager (TAM) to manage a portfolio of Enterprise customers and serve as their primary technical advisor.
The TAM serves as the bridge between customers, Technical Support, Engineering Services, Product, and Customer Success teams. This role is responsible for ensuring customer success through proactive account management, technical issue resolution, escalation management, and ongoing relationship building.
This is not a reactive support role. The ideal candidate combines technical troubleshooting expertise, customer relationship management, business acumen, and a strong sense of ownership to ensure exceptional customer outcomes.
Each TAM manages approximately 25 Enterprise / High-Value accounts and is expected to proactively identify risks, manage escalations, maintain SLA compliance, and drive customer satisfaction.
Key ResponsibilitiesEnterprise 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 SkillsMust 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 CompetenciesCustomer 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)The TAM will be evaluated on:
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.


This job post has been translated by AI and may contain minor differences or errors.
Apply on company site Email to Friend Complete Questionnaire
You’ve reached the maximum limit of 15 job alerts. To create a new alert, please delete an existing one first.
MANAGE
Job alert created for this search. You’ll receive updates when new jobs match.
Manage alerts
Are you sure you want to unapply?

You'll no longer be considered for this role and your application will be removed from the employer's inbox.