Lead Technical Account Manager

1 month ago

Hyderabad, India People First Consultants Full time

Lead – Technical Account Manager

Job Title: Lead TechnicalAccount Manager

Overview: The Lead TechnicalAccount Manager (TAM) will manage a team of Technical Account

Managers ensuring the successful delivery oftechnical support and strategic solutions to our

customers. This role will encompass project managementquality control and training

responsibilitiesdriving team performance and customer satisfaction while fosteringcontinuous

improvement in service delivery.

Provide ongoing guidance and support to TAMmembers fostering a culture of collaboration

and empowerment to drive success.

Conducting regular quality audits to ensure adherence toestablished standards and

continuousimprovement.

Developing and implementingcomprehensive training programs to bridge knowledge gaps

and enhance team capabilities.

Fostering a culture of learning providing resources and support forboth technical and non

technical skilldevelopment.

Key Responsibilities Include:

Team Leadership and Management:

oOversee a team of Technical Account Managers providingguidance mentorship and

support to enhanceindividual and team performance.

oConductregular oneonone meetings with TAMs to discuss performance address

challenges and provide constructive feedback.

Customer Engagement andSupport:

oServe as the primary point of contactfor escalated customer issues providing

technical and business context to internal teams toresolve customer configurations.

oRelay theimpact of system issues or outages to customers ensuring timely

communication and followup.

Project Management:

oManage the overall program of technical projects forstrategic customers ensuring

alignment withclient objectives and adherence to established methodologies.

oCollaborate with Product and Support teams tocreate customerspecific rollout

plans forproduct updates and new releases.

Quality Control:

oImplement qualityassurance processes to monitor the effectiveness of TAM

interactions and technical solutions.

oConduct regular audits of customer interactions anddocumentation to ensure

compliance with qualitystandards.

Training and Development:

oConductcomprehensive training needs assessments to identify skill gapswithin the

team and develop targeted trainingprograms.

oDeliver onboarding and ongoingtraining sessions for TAMs ensuring they are

equipped to effectively support customers and utilizetechnical tools.

oUtilize diverse trainingmethods including simulations and handson exercises to

enhance learning outcomes.

oDevelopand deliver effective training programs for internal teams ensuringtraining

sessions are interactive engaging andrelevant to participants' roles.

oCreate training materials and conduct inperson andvirtual training sessions.

oAssess trainingneeds and measure training effectiveness providing insights for

continuous improvement.

oManage endtoend new hire training for new associatessharing batch reports and

regular updates ontraining progress with stakeholders.

oManageknowledge interventions including refresher training sessions and

administering process knowledge tests.

oFacilitate Performance Improvement Plan (PIP)trainings for associates identified as

havingperformance issues.’

oUtilize diversetraining methods such as roleplaying simulations and group

activities to enhance learning outcomes.

Technical Solutions and Optimization:

oAdvisecustomers on improving their product utilization to driveadditional business

value fromLiveRamp’s product suite based on predefined workflows.

oDesign and execute technical tests to measurethe value derived from the LiveRamp

platformand assess the impact of core product changes on customerworkflows.

Documentationand Knowledge Management:

oMaintaincomprehensive internal technical documentation for customers and

provide regular updates to ensure accuracy andrelevance.

oShare best practices and lessonslearned across the team to foster a culture of

knowledge sharing.

Reporting and Analysis:

oProvideweekly reports on team performance metrics customer satisfactionlevels

and quality control findings.

oAnalyse customer data and provide insights on costtoserveelements helping to

define improvement plans.

Continuous Improvement:

oIdentify areas for process improvement andimplement changes to enhance team

efficiencyand effectiveness.

oCelebrate team wins andindividual achievements to maintain morale and

momentum.

Experience:

7 years of experience ina technical account management role preferably in a SaaS

environment.

Proven track record ofmanaging technical projects and leading highperforming teams.

Skills Required:

Soft Skills:

oC1 levellanguage proficiency on the CEFR Scale excellent communication and

presentation skills.

oStrong analytical and problemsolving capabilities with afocus on customercentric

solutions.

Technical Skills:

oMandatory: Proficiency in SQL Salesforce (SFDC) Jira andRails database; familiarity

with BigQuery andcloud environments (e.g. GCP).

oKnowledge ofcommand line SFTP Linux and experience with data handling and QA

processes.

oPreferred:Extensive knowledge of the advertising technology ecosystemincluding

campaign management SSP/DSP and adservers.

ProjectManagement:

oStrong project management skillswith experience in managing multiple projects

simultaneously and driving accountability.

Data Analysis:

oProficient in data analysis tools such as MS Excel GoogleSheets Tableau and

Power BI.

Education:

Bachelor’s or Masters in Computer Science or arelated field.

Working Hours: 4:00 PM IST to 2AM IST – Work from Office mandatory

Location: Hyderabad

Note to TAG:

Keywords for Job Search: Lead Technical AccountManager Technical Account Manager Technical

Solutions Engineer Technical Customer Support Engineer.

Target Companies: Top technology and consultingfirms such as Microsoft Accenture Infosys Adobe

Oracle Salesforce and others.

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