Technical Account Manager

Technical Account Manager (TAM)

Roles and Responsibilities -

1. Enterprise Support Excellence -

- Hand-hold Enterprise customers at nascent stage post-deployment

including direct involvement in solving technical issues as an L2/L3

Support Engineer.

- Nurture Enterprise customers post-deployment to stabilise their

environment and bring to a business as usual state.

- Once stabilised efficiently manage all issues reported by Enterprise

customers while ensuring SLA adherence at all times to maintain

premium customer experience.

- Act as the primary point of contact to resolve customer issues and

leverage the extended Support ecosystem during off-business hours and during unavailability.

- Educate the customer and drive them to self-sufficiency by fully utilizing the potential of published knowledge base and product documents.

- Lead any planned, ad-hoc, and critical escalation calls pertaining to

assigned Enterprise customers with at least L2 level expertise across all

used platforms.

- Maintain the highest level of professionalism and empathy in all customer interactions to enhance customer experience.

- Leverage knowledge base (internal and external), debug tools, and

reproduction environments to validate issues before escalation.

2. Process Adherence & Improvement

- Uphold existing Enterprise Support processes while championing process improvement initiatives.

- Maintain a high level availability and flexibility for assigned Enterprise

customers to the Support shift roster and shift timings.

- Identify gaps in the Enterprise Support and Technical Account

Management processes and tools (issue tracking, training, knowledge

management, documentation, automations etc.) and work with the leads, managers to drive process improvements.

- Proactively identify escalations from assigned Enterprise customers and flag them internally for resolution and minimize business impact.

- Collaborate closely with the Support Knowledge Officer(s) to drive

knowledge article documentation in their areas of expertise.

- Mentor new TAMs on best practices from the lens of the Scalefusion

products and Enterprise Support processes.

- Extremely disciplined about leave management to ensure seamless

Enterprise Support operations and TAM responsibilities.

- Oversee the Root Cause Analysis (RCA) process for critical issues or as

requested by assigned Enterprise customers and ensure timely delivery.

3. Cross-functional Collaboration -

- Maintain a close liaison with the engineering team to facilitate seamless communication and swift resolutions of Scalefusion issues for assigned Enterprise customers.

- Leverage L3 Support Engineers to solve complex issues and fast-track

resolution of critical issues.

- Systematically maintain a repository of all support tickets, bugs, feature requests and service requests logged for assigned Enterprise customers.

- Accountable for consistent follow-ups on jiras to conclusion for their

assigned Enterprise customers.

- Represent Enterprise Support in future account management activities

and provide consultation on technical aspects.

- Provide structured feedback to Product on recurring issues, feature gaps, and usability concerns to ensure premium customer experience and

improve product stickiness.

- Identify and understand the customers key business objectives and align relevant product capabilities to support those outcomes, thereby

increasing long-term value and adoption.

- Attend Quarterly Business Reviews, regular account health check

4. Learning & Development -

- Must complete all product and technical training courses with satisfactory assessment scores.

- Maintain L2 knowledge across all platforms (Android, Windows, iOS,

macOS, Linux) pertaining to assigned Enterprise customers.

- Engage in ongoing learning initiatives to enhance technical skills and

product knowledge relevant to the TAM role.

- Consistently score satisfactorily in the periodic knowledge assessments on all platforms.

- Stay updated with the product roadmap and test new features thoroughly to act as the go-to authority for the assigned Enterprise customer.

- Keep certifications current (Android Enterprise Expert, Apple Device

Support, Apple Deployment Support, Microsoft MCP, etc.).

- Mentor L1/L2 through workshops, training, and case reviews.

Key Performance Indicators -

1. Customer Experience

- SLA Management - adherence to Response and Resolution SLAs for

assigned Enterprise customers

- Customer Health - stabilize and maintain assigned Enterprise customers by limiting issue reoccurrence and high-level of end-user satisfaction

- Escalation Management - ability to solve escalations independently

without the Product teams involvement.