Technical Account Manager

Key

Responsibilities

Strategic Account Growth

• Build and manage relationships across assigned enterprise accounts.
• Develop a deep understanding of customer business goals, challenges, and
• priorities.
• Identify opportunities for account expansion, modernization, automation, and AI
• adoption.
• Drive strategic conversations beyond day-to-day service delivery.

Discovery & Consulting

• Conduct business discovery sessions with customers.
• Understand operational pain points and process inefficiencies.
• Identify opportunities for AI, automation, analytics, and digital
• transformation.
• Collaborate with internal teams to develop solution recommendations and
• transformation roadmaps.

AI & Transformation Advisory

• Educate customers on emerging AI capabilities and industry trends.
• Position AI-led solutions, accelerators, and transformation initiatives aligned
• with customer business outcomes.
• Support workshops and executive discussions focused on innovation and business
• value.

Executive Stakeholder Engagement

• Build relationships with business and technology leaders.
• Facilitate strategic discussions with customer stakeholders.
• Act as a trusted advisor and long-term transformation partner.

Account Planning & Expansion

• Create account growth plans and expansion strategies.
• Identify new departments, business units, and use cases where additional
• services or solutions can be introduced.
• Work closely with sales and delivery teams to convert opportunities into active
• projects.

Internal Collaboration

• Act as the bridge between customers and internal teams.
• Coordinate with sales, marketing, and delivery teams to align customer
• priorities and solution strategies.
• Provide customer feedback and market insights to support future offerings and
• GTM initiatives.

Customer Success & Retention

• Conduct regular business reviews and health checks.
• Monitor customer satisfaction and engagement levels.
• Identify risks early and proactively recommend solutions.
• Support renewals and long-term customer retention initiatives.

Requirements

Required Skills & Experience

Experience

5–10 years of experience in one or more of the following:

Technical Account Management

Customer Success

Consulting

Enterprise Account Management

Solution Consulting

Professional Services

Business Skills

• Strong consulting and discovery skills.
• Ability to understand customer business challenges and translate them into
• solution opportunities.
• Experience conducting executive-level discussions and presentations.
• Strong account planning and relationship management capabilities.

Technology Understanding

• Exposure to enterprise platforms such as Salesforce, Microsoft, ServiceNow,
• ERP, CRM, PSA, or similar enterprise ecosystems.
• Understanding of AI, automation, analytics, and digital transformation
• concepts.
• Ability to discuss technology solutions from a business outcome perspective.

Communication Skills

• Excellent verbal and written communication.
• Strong presentation and storytelling abilities.
• Ability to communicate effectively with both business and technical
• stakeholders.

Preferred Qualifications

• Experience working with enterprise customers.
• Exposure to managed services or professional services organizations.
• Salesforce ecosystem experience preferred.
• Certinia experience is a plus.
• Experience supporting digital transformation or modernization initiatives.

Key Success Metrics

Metric

Expected Outcome

Account Expansion Revenue

Growth within assigned accounts

Discovery Workshops

Regular customer engagement and opportunity identification

Pipeline Contribution

Creation of qualified expansion opportunities

Executive Engagement

Strong stakeholder relationships

Customer Retention

High customer satisfaction and renewal rates

AI & Transformation Opportunities

Identification and conversion of strategic initiatives

What Success Looks Like

• The successful candidate will help transform customer relationships from
• operational support engagements into strategic business partnerships by
• identifying growth opportunities, driving transformation discussions, and
• enabling customers to achieve measurable business outcomes through technology
• and AI.
• Why Join Us?
• Work with enterprise customers across industries.
• Be at the forefront of AI-led business transformation.
• Influence customer strategy and growth initiatives.
• Collaborate with sales, marketing, and delivery leadership.
• Play a key role in shaping the next phase of enterprise growth.