Senior Technical Account Manager

Position: Sr. Technical Account Manager

Department: Consulting - Operations Practice

Reports To: Strategy Advisory Director

【About the Role】

The Technical Account Manager (TAM) is a strategic, customer-facing role responsible for driving Operations Excellence Services revenue, identifying strategic growth opportunities (including AI, MSSP, FinOps and ISV), and ensuring exceptional customer satisfaction and retention.

As a trusted advisor and technical leader, TAM partners with senior executives and cross-functional teams to define customer’s technical vision, optimize platform adoption, mitigate operational risks, and orchestrate internal resources to deliver consistent, reliable, and value-driven outcomes.

TAM also serves as the primary escalation touchpoint, ensuring timely response,

clear communication, and resolution ownership.

【Key Responsibilities】

1. Operations Excellence & Revenue Growth

◆Drive adoption and expansion of Operations Excellence Services.

◆Identify opportunities to grow services revenue.

◆Work closely with Sales and Customer Success to influence renewals and upsell motions.

2. Strategic Opportunity Discovery

◆Identify and shape customer initiatives related to AI, FinOps, Managed Security Services (MSSP), and ISV ecosystem integrations.

◆Advise customers on aligning technical strategies with business outcomes and innovation roadmaps.

◆Support POCs, pilots, and solution design for emerging strategic programs.

3. Customer Satisfaction & Retention

◆Build long-term, trust-based relationships across customer stakeholders, including senior and executive-level contacts.

◆Ensure continuous improvement of service quality, customer experience, and operational performance.

◆Track service health, proactively address concerns, and drive retention strategies.

4. Technical Account Leadership

◆Own the technical relationship and serve as the customer’s primary

technical advocate.

◆Lead business reviews, strategic planning sessions, and executive briefings.

◆Provide guidance on product or service capabilities, best practices,

architecture, and roadmap alignment.

5. Senior-Level Engagement

◆Engage with C-level, VP, and Director-level stakeholders to drive strategic

discussions, influence decisions, and ensure business alignment.

◆Communicate complex technical topics to non-technical audiences with

clarity and confidence.

6. Define Client Technical Vision

◆Understand customer business goals and translate them into a multi-year

technical strategy.

◆Develop adoption plans, architectural recommendations, and operational

frameworks to maximize value.

7. Proactive Risk Mitigation & Continuous Optimization

◆Identify risks related to reliability, performance, compliance, and adoption.

◆Develop mitigation plans and collaborate with cross-functional team to close gaps.

◆Drive continuous optimization of configurations, processes, usage patterns, costs and operational workflows.

8. Internal Resources Orchestration

◆Coordinate with cross-functional teams to ensure cohesive execution.

◆Advocate for customer needs internally while balancing priorities and resource constraints.

◆Manage escalations, ensuring timely and effective resolution.

9. Relationship Excellence

◆Develop strong, multi-threaded relationships within customerorganizations.

◆Maintain high standards of responsiveness, professionalism, and accountability.

◆Act as the customer’s first escalation point and maintain ownership until resolution.