Technical Account Manager

Avalara Technologies

3 - 8 years

14 - 20 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

api integration enterprise customer support technical support software support saas application support sap s/4hana tam oracle erp troubleshooting sql database troubleshooting salesforce service cloud crm platforms netsuite api testing postman tool erp platforms

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

Technical Account Manager (TAM)

Job Duties

Manage enterprise-level technical support requests through to resolution, ensuring a timely and effective response.
Monitor and maintain ticket workload, tracking against KPIs, SLAs, CSAT, and TTR targets.
Conduct in-depth
ticket analysis
, advanced troubleshooting, and issue replication.
Establish and maintain clear communication and engagement with customers, keeping case records up to date in the tracking system.
Provide advanced technical expertise on
AvaTax
,
ECM
, and
SaaS ERP connectors
(e.g.,
Microsoft Dynamics
,
NetSuite
,
Oracle
).
Lead troubleshooting sessions and host technical meetings with customers to address complex support needs and communicate progress and solutions effectively.

Qualifications

Minimum
3 years of experience
supporting
enterprise-level SaaS solutions
and customers.
Hands-on experience with mainstream
ERP/CRM/accounting platforms
such as NetSuite, Microsoft Dynamics/D365, SAP S/4Hana, Oracle, Salesforce, Magento, Shopify, SageX, or Workday.
Strong judgment and skills in managing and maintaining long-term customer relationships.
Proficiency in
troubleshooting, root cause analysis
, and delivering
data-driven solutions
.
Experience with
Salesforce
for case management, ticket assignment, and driver analysis.
Familiarity with
API testing tools
(e.g., Postman) and solid understanding of API integration and database-level diagnostics.
Proven ability to navigate
complex technical environments
and organizational structures.

Must be comfortable working US business hours across multiple time zones.

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