Technical Accounts Manager (TAM)

Position Summary:

Key Responsibilities

• Understand how the Matilda Cloud application stack functions and be able to provide customer demos and overviews.
• Lead technical discussions with our partners and customers to help communicate implementation pre-requisites, guide installations and create reports using the Matilda Cloud software.
• Partner with internal Subject Matter Experts and the Customers Partners to resolve any technical issues.
• Establish and maintain strong customer relationships as the primary point of contact.
• Manage projects for assigned customers, including creating and maintaining project plans, timelines, and resources.
• Lead customer and partner calls, ensuring effective communication and driving progress.
• Document and track all project-related discussions, maintaining detailed notes and providing timely follow-up communications.
• Proactively identify, track, and escalate issues to appropriate resources or managers to ensure resolution.
• Conduct regular customer reviews to assess needs, resolve challenges, and uncover opportunities for growth.
• Collaborate with cross-functional teams (Sales, Product, Technical Support) to deliver a seamless customer journey.
• Bring in subject matter experts when needed to ensure customer success.
• Monitor and report on customer success metrics, adjusting strategies as needed to meet targets.
• Advocate for customer needs internally, influencing product development and service offerings.

Qualifications

• Fluency in

  English

  .

• System or Cloud Engineer Experience is required.

• Strong understanding of

  cloud technologies

  (e.g., AWS, Azure, Oracle Cloud, Google Cloud) and container technologies (e.g., Docker, Kubernetes).
• Network and general server administration knowledge is a plus
• Excellent written and verbal communication skills in all required languages.
• Minimum

  3+ years of experience

  working as a TAM (Technical Account Manager), CSM (Customer Success Manager), or Account Manager in cloud/SaaS environments.
• Proven ability to multi task and manage multiple customer engagements simultaneously.
• Analytical mindset with experience using CRM and customer success tools.
• Ability to work in a fast-paced, evolving environment.
• For remote roles: must have a

  stable, high-bandwidth internet connection

  to ensure reliability on customer and partner calls.
• Cloud certifications (AWS, Azure, GCP, OCI) are a plus.