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Multicloud Technical Success Manager

Multicloud Technical Success Manager

Airtel DigitalPune, Republic Of India, IN
19 days ago
Job description

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 inoutages 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).
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    Technical Manager • Pune, Republic Of India, IN

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