Technical account manager

2 weeks ago

Pune, India Airtel Digital Full time

Technical Account Manager (TAM) is accountable for post-sales technical relationship management with enterprise clients across multiple cloud platforms (AWS, Azure, GCP, private/hybrid). The TAM ensures successful onboarding, optimization, ongoing support, and business growth by acting as the technical advisor and trusted advocate for clients. This role collaborates cross-functionally with engineering, operations, product, and customer success teams, and proactively drives adoption, maximizes customer value, and mitigates risk across complex and dynamic cloud environments.Key Responsibilities:- Own the technical relationship for designated accounts, delivering tailored advisory, escalation management, and guidance for multi-cloud setups.- Proactively identify challenges, recommend architectural, performance, security, and cost improvements; drive resolution with internal/external stakeholders.- Conduct periodic account reviews (success metrics, usage, optimization, risks, compliance).- Develop and deliver enablement, onboarding, and best-practices workshops; facilitate customer adoption of new services/features.- Serve as point of contact for major incidents, technical escalations, outage communications, and remediation strategies.- Ensure documentation, runbooks, and knowledge base are up to date and accessible for assigned customers.- Advocate for customer needs and product improvements to CSP engineering/product teams.- Contribute to upsell, cross-sell, and renewal opportunities by identifying technical requirements aligned with business growth.Required Skillsets- Deep technical expertise in multi-cloud environments (AWS, Azure, GCP) including networking, security, compute, storage, cloud-native & hybrid architectures.- Strong troubleshooting and incident management skills with hands-on experience in cloud monitoring, automation, and Dev Ops tooling.- Excellent communication, interpersonal, and stakeholder management skills (client-facing, executive presence).- Proven ability to translate complex technical concepts for business decision makers.- Knowledge of cloud cost management, compliance, SLAs, and service governance frameworks.- Experience with deployment automation (Terraform, Ansible, cloud SDK/CLI), CI/CD pipelines, and cloud operations best practices.- Familiarity with ITIL, agile/scrum delivery, and service management processes.- Problem-solving orientation with strong data analysis and reporting skills.- Certifications: AWS Solutions Architect, Azure Administrator, Google Cloud Professional, ITIL v4 (preferred).Role’s Success Measures- Customer Satisfaction & Retention: High CSAT/NPS scores, positive client feedback, strong retention and renewal rates.- Technical Issue Resolution: Fast mean time to resolution (MTTR) on technical issues, reduced incident recurrence.- Account Growth: Successful identification and adoption of new cloud services/features, additional revenue from expansions/upsells.- Service Health & Optimization: Improved cost, performance, and security posture for managed workloads; measurable reduction in outages and operational risks.- Stakeholder Engagement: Effective collaboration with internal teams and clear communication with customers regarding issues, updates, and best practices.- Proactive Value Delivery: Track record of preventing problems, optimizing architectures, and advocating for customer’s business outcomes (not just break/fix support).

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