Lead Technical Account Manager

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.

Provide ongoing guidance and support to TAM members fostering a culture of collaboration

and empowerment to drive success.

Conducting regular quality audits to ensure adherence to established standards and

continuous improvement.

Developing and implementing comprehensive training programs to bridge knowledge gaps

and enhance team capabilities.

Fostering a culture of learning providing resources and support for both technical and non

technical skill development.

Key Responsibilities Include:

Team Leadership and Management:

oOversee a team of Technical Account Managers providing guidance mentorship and

support to enhance individual and team performance.

oConduct regular oneonone meetings with TAMs to discuss performance address

challenges and provide constructive feedback.

Customer 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 followup.

Project 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 customerspecific rollout

plans for product updates and new releases.

Quality 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.

Training 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 handson 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 inperson and virtual training sessions.

oAssess training needs and measure training effectiveness providing insights for

continuous improvement.

oManage endtoend 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 roleplaying simulations and group

activities to enhance learning outcomes.

Technical Solutions and Optimization:

oAdvise customers on improving their product utilization to drive additional business

value from LiveRamp’s 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.

Documentation 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.

Reporting and Analysis:

oProvide weekly reports on team performance metrics customer satisfaction levels

and quality control findings.

oAnalyse customer data and provide insights on costtoserve elements helping to

define improvement plans.

Continuous 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:

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

environment.

Proven track record of managing technical projects and leading highperforming teams.

Skills Required:

Soft Skills:

oC1 level language proficiency on the CEFR Scale excellent communication and

presentation skills.

oStrong analytical and problemsolving capabilities with a focus on customercentric

solutions.

Technical 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.

Project Management:

oStrong project management skills with experience in managing multiple projects

simultaneously and driving accountability.

Data Analysis:

oProficient in data analysis tools such as MS Excel Google Sheets Tableau and

Power BI.

Education:

Bachelor’s 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.