Job Description

Lead - Technical Account Manager
Job Title: Lead Technical Account Manager
Overview: The Lead Technical Account Manager (TAM) will manage a team of Technical Account
Managers, ensuring the successful delivery of technical support and strategic solutions to our
customers. This role will encompass project management, quality control, and training
responsibilities, driving team performance and customer satisfaction while fostering continuous
improvement in service delivery.
\xe2\x88\x99Provide ongoing guidance and support to TAM members, fostering a culture of collaboration
and empowerment to drive success.
\xe2\x88\x99Conducting regular quality audits to ensure adherence to established standards and
continuous improvement.
\xe2\x88\x99Developing and implementing comprehensive training programs to bridge knowledge gaps
and enhance team capabilities.
\xe2\x88\x99Fostering a culture of learning, providing resources and support for both technical and non-
technical skill development.
Key Responsibilities Include:
\xe2\x88\x99Team Leadership and Management:
oOversee a team of Technical Account Managers, providing guidance, mentorship, and
support to enhance individual and team performance.
oConduct regular one-on-one meetings with TAMs to discuss performance, address
challenges, and provide constructive feedback.
\xe2\x88\x99Customer Engagement and Support:
oServe as the primary point of contact for escalated customer issues, providing
technical and business context to internal teams to resolve customer configurations.
oRelay the impact of system issues or outages to customers, ensuring timely
communication and follow-up.
\xe2\x88\x99Project Management:
oManage the overall program of technical projects for strategic customers, ensuring
alignment with client objectives and adherence to established methodologies.
oCollaborate with Product and Support teams to create customer-specific rollout
plans for product updates and new releases.
\xe2\x88\x99Quality Control:
oImplement quality assurance processes to monitor the effectiveness of TAM
interactions and technical solutions.
oConduct regular audits of customer interactions and documentation to ensure
compliance with quality standards.
\xe2\x88\x99Training and Development:
oConduct comprehensive training needs assessments to identify skill gaps within the
team and develop targeted training programs.
oDeliver onboarding and ongoing training sessions for TAMs, ensuring they are
equipped to effectively support customers and utilize technical tools.
oUtilize diverse training methods, including simulations and hands-on exercises, to
enhance learning outcomes.
oDevelop and deliver effective training programs for internal teams, ensuring training
sessions are interactive, engaging, and relevant to participants\' roles.
oCreate training materials and conduct in-person and virtual training sessions.
oAssess training needs and measure training effectiveness, providing insights for
continuous improvement.
oManage end-to-end new hire training for new associates, sharing batch reports and
regular updates on training progress with stakeholders.
oManage knowledge interventions, including refresher training sessions and
administering process knowledge tests.
oFacilitate Performance Improvement Plan (PIP) trainings for associates identified as
having performance issues.
oUtilize diverse training methods, such as role-playing, simulations, and group
activities, to enhance learning outcomes.
\xe2\x88\x99Technical Solutions and Optimization:
oAdvise customers on improving their product utilization to drive additional business
value from LiveRamps product suite based on predefined workflows.
oDesign and execute technical tests to measure the value derived from the LiveRamp
platform and assess the impact of core product changes on customer workflows.
\xe2\x88\x99Documentation and Knowledge Management:
oMaintain comprehensive internal technical documentation for customers and
provide regular updates to ensure accuracy and relevance.
oShare best practices and lessons learned across the team to foster a culture of
knowledge sharing.
\xe2\x88\x99Reporting and Analysis:
oProvide weekly reports on team performance metrics, customer satisfaction levels,
and quality control findings.
oAnalyse customer data and provide insights on cost-to-serve elements, helping to
define improvement plans.
\xe2\x88\x99Continuous Improvement:
oIdentify areas for process improvement and implement changes to enhance team
efficiency and effectiveness.
oCelebrate team wins and individual achievements to maintain morale and
momentum.
Experience:
\xe2\x88\x997+ years of experience in a technical account management role, preferably in a SaaS
environment.
\xe2\x88\x99Proven track record of managing technical projects and leading high-performing teams.
Skills Required:
\xe2\x88\x99Soft Skills:
oC1 level language proficiency on the CEFR Scale, excellent communication and
presentation skills.
oStrong analytical and problem-solving capabilities, with a focus on customer-centric
solutions.
\xe2\x88\x99Technical Skills:
oMandatory: Proficiency in SQL, Salesforce (SFDC), Jira, and Rails database; familiarity
with BigQuery and cloud environments (e.g., GCP).
oKnowledge of command line, SFTP, Linux, and experience with data handling and QA
processes.
oPreferred: Extensive knowledge of the advertising technology ecosystem, including
campaign management, SSP/DSP, and ad servers.
\xe2\x88\x99Project Management:
oStrong project management skills, with experience in managing multiple projects
simultaneously and driving accountability.
\xe2\x88\x99Data Analysis:
oProficient in data analysis tools, such as MS Excel, Google Sheets, Tableau, and
Power BI.
Education:
Bachelors or Masters in Computer Science or a related field.
Working Hours: 4:00 PM IST to 2 AM IST - Work from Office mandatory
Location: Hyderabad
Note to TAG:
Keywords for Job Search: Lead Technical Account Manager, Technical Account Manager, Technical
Solutions Engineer, Technical Customer Support Engineer.
Target Companies: Top technology and consulting firms such as Microsoft, Accenture, Infosys, Adobe,
Oracle, Salesforce, and others.