Support Technical Account Manager
Core
Trusted advisor providing proactive and reactive technical support, ensuring alignment with client priorities and business objectives while managing escalations and driving service excellence.
Role type
Senior Technical Account Manager
Builds
Strategic client relationships and service delivery for designated accounts
Domain
IT Services / Cloud Operations
Deliverable
client delivery
Required skills
Escalation management, technical communication, root cause analysis, stakeholder management, SLA monitoring, solution architecture understanding, client success optimization, team mentorship, data-driven decision making
Preferred skills
Cloud operations experience, international client experience
Technologies
Cloud platforms, 3rd party integrations
Responsibilities
Manage critical issues and escalations for designated accounts; Analyze support activity and trends to ensure SLAs are met; Facilitate problem resolution across internal teams; Establish relationships with client technical teams; Identify barriers to product adoption and optimize client success; Develop and maintain standard practices for accounts; Oversee transition phases from Client Services to Support; Mentor and coach engineers; Communicate client requirements to product management and R&D; Lead Root Cause/Best Practice sessions
Seniority
Senior, hands-on IC with mentorship responsibilities
