Technical Account Manager (TAM) - Plano, Texas

Technical Account Manager (TAM)

Location: Onsite: 7500 Dallas Pkwy, Plano, TX 75024

Company Overview

Nile is on a mission to build the world's most secure networks and deliver them as-a-service, acting as a force multiplier for IT. Nile brings together principles of zero-trust, autonomous operations and the cloud to offer next-generation wired and wireless solution for branch and campus deployments worldwide.

Role Overview

The Technical Account Manager (TAM) provides a strategic technical advocate and advisor for the Customer across its Nile deployment. The TAM focuses on operator readiness, adoption, and ongoing satisfaction, ensuring that the Customer realizes the intended business and operational outcomes from the Nile platform. This includes

• Provide a consistent technical leadership interface between the Customer and Nile.
• Coordinate operator training, enablement, and readiness activities.
• Oversee early-life “hyper-care” and drive continued health and adoption thereafter.

This role includes Operator Readiness Planning, Training and Enablement Coordination, Hyper-Care Oversight, Health and Adoption Reviews, Roadmap and Feedback Loop

• Act as the primary technical advocate for the Customer at a program level.
• Maintain and update a customer operator readiness and enablement plan.
• Coordinate training schedules and ensure attendance tracking and follow-up.
• Drive and lead hyper-care periods after major deployments or milestones.
• Host regular health and adoption reviews, capturing and tracking action items.
• Communicate relevant roadmap items, early access programs, and best practices to Customer.

Responsiblities

• Own and manage all required third-party tool and service integrations
• Plan and execute migration from the existing network and associated infrastructure to Nile.
• Operate and manage the end-user Help Desk.
• Manage and coordinate support for all third-party infrastructure tools and services.
• Designate a primary empowered point of contact (POC) for all project and service management, communications, and escalations.
• Nominate operator and engineering stakeholders for readiness planning and training.
• Ensure participation of appropriate personnel in training, health reviews, and roadmap sessions.
• Provide feedback on service experience, training effectiveness, and feature requirements.
• Collaborate in defining and tracking success metrics (for example, incident trends, operator satisfaction).
• TAM leads or participates in quarterly or semi-annual service reviews, as agreed.
• TAM maintains an agreed set of KPIs/OKRs related to Customer outcomes (for example, time-to-resolution trends, training coverage, feature adoption).
• Communication channels may include scheduled meetings, email summaries, and shared documentation or workspaces.