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).