The Role
Manage a portfolio of ~25 enterprise SaaS customers as their primary technical advisor. Proactively ensure account health, troubleshoot and resolve complex product and integration issues, manage escalations, coordinate with Engineering/Product, maintain SLAs, produce documentation and RCA, and drive renewal and satisfaction through regular reviews and close cross-functional collaboration.
Summary Generated by Built In
Technical Account Manager (TAM) – Enterprise ClientsLocation
About the Role
Key ResponsibilitiesEnterprise Account Management
Required Qualifications
Technical SkillsMust Have
Core CompetenciesCustomer Relationship Management
Success Metrics (KPIs)
Non-Negotiable Expectations
Why Join Us
Chennai (Hybrid)
DepartmentTechnical Support & Customer Experience
Reports ToManager / Senior Manager – Technical Support
We are looking for a highly customer-focused, technically strong Technical Account Manager (TAM) to manage a portfolio of Enterprise customers and serve as their primary technical advisor.
The TAM serves as the bridge between customers, Technical Support, Engineering Services, Product, and Customer Success teams. This role is responsible for ensuring customer success through proactive account management, technical issue resolution, escalation management, and ongoing relationship building.
This is not a reactive support role. The ideal candidate combines technical troubleshooting expertise, customer relationship management, business acumen, and a strong sense of ownership to ensure exceptional customer outcomes.
Each TAM manages approximately 25 Enterprise / High-Value accounts and is expected to proactively identify risks, manage escalations, maintain SLA compliance, and drive customer satisfaction.
- Own the post-sale technical relationship for assigned Enterprise accounts.
- Build trusted relationships with customer stakeholders and become their primary technical point of contact.
- Understand customer environments, business goals, integrations, and use cases.
- Conduct regular account reviews and proactive customer engagements.
- Partner with Customer Success Managers (CSMs) to maintain account health and identify renewal risks.
- Monitor account health indicators and recommend actions to improve customer outcomes.
- Investigate, troubleshoot, and resolve complex product issues.
- Reproduce customer-reported issues and determine root causes.
- Differentiate between product defects, configuration issues, integration issues, and user errors.
- Manage support tickets and ensure adherence to defined SLA commitments.
- Ensure no customer issue remains without communication updates beyond 24 hours.
- Own customer escalations from initiation through resolution.
- Coordinate with Engineering Services, Product, and Support teams to drive timely resolution.
- Maintain escalation trackers and provide proactive status updates.
- Ensure customers receive clear communication regarding issue status, next actions, and expected timelines.
- Conduct post-incident reviews and share RCA findings when required.
- Support customers using APIs, SSO, HRMS integrations, LMS integrations, and third-party systems.
- Analyze logs, API responses, and system behavior to diagnose integration issues.
- Collaborate with Engineering Services teams for complex implementation and integration challenges.
- Provide technical guidance and best practices to customers.
- Capture customer feedback, enhancement requests, and recurring issues.
- Collaborate with Product teams to communicate customer requirements and pain points.
- Identify trends and recurring patterns that impact the customer experience.
- Create and maintain internal and customer-facing knowledge articles.
- Document complex issue resolutions and troubleshooting methodologies.
- Contribute to process improvement initiatives and support scalability efforts.
- Maintain account health trackers.
- Monitor SLA adherence and ticket aging.
- Track open bugs and Engineering dependencies.
- Provide weekly updates on customer health, escalations, risks, and support metrics.
- Support Quarterly Business Reviews (QBRs) with customer insights and operational data.
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
- 5+ years of experience in:
- Technical Account Management
- Enterprise Technical Support
- Customer Success with strong technical responsibilities
- SaaS Customer Operations
- Experience supporting Enterprise SaaS customers.
- Strong understanding of customer lifecycle management.
- Experience managing multiple high-value customer accounts simultaneously.
- SaaS application support experience.
- Strong troubleshooting and root cause analysis skills.
- Experience with APIs and web technologies.
- Understanding of integrations, authentication mechanisms, and enterprise systems.
- Experience with ticketing systems such as Jira, Freshdesk, Zendesk, HubSpot, or similar.
- Ability to create detailed bug reports and technical documentation.
- LMS, HRMS, EdTech, or Learning Technology experience.
- SQL knowledge.
- SSO technologies (SAML, OAuth, OpenID Connect).
- Experience working with Engineering and Product organizations.
- Basic understanding of HTML, CSS, and JavaScript.
- Builds trusted relationships with Enterprise customers.
- Demonstrates empathy and professionalism in customer interactions.
- Acts as a customer advocate internally.
- Deep understanding of the product and customer environments.
- Ability to independently diagnose and categorize issues.
- Strong analytical and problem-solving skills.
- Exceptional written and verbal communication.
- Ability to explain technical concepts to non-technical stakeholders.
- Proactive and transparent customer communication.
- Remains calm and structured during critical situations.
- Drives accountability across internal teams.
- Maintains customer confidence during incidents.
- Takes end-to-end ownership of customer outcomes.
- Follows through on commitments.
- Demonstrates strong execution and attention to detail.
- Effectively manages competing priorities across multiple accounts.
- Understands business impact and allocates effort accordingly.
- Identifies risks before they become escalations.
The TAM will be evaluated on:
Operational Metrics- SLA Adherence %
- First Response SLA Achievement %
- Resolution SLA Achievement %
- Ticket Aging
- Escalation Resolution Time
- Escalation Volume
- CSAT Score
- Customer Health Score
- Renewal Risk Identification
- Customer Relationship Strength
- Bug Report Quality
- Knowledge Base Contributions
- Documentation Completeness
- RCA Quality
- Account Retention Support
- Reduction in Repeat Issues
- Proactive Risk Identification
- Cross-functional Collaboration Effectiveness
- No ticket remains without customer communication for more than 24 hours.
- Every escalation has a documented owner, status, and next action.
- Escalation risks are proactively communicated before becoming leadership concerns.
- Bug reports must be complete and reproducible.
- Account health reviews must be maintained regularly.
- Customer Success and TAM teams must remain aligned on account status.
- Knowledge sharing and documentation are mandatory responsibilities.
- A strong ownership mindset and a customer-first approach are expected at all times.
- Manage strategic Enterprise customers.
- Influence product direction through customer insights.
- Work closely with Product, Engineering, and Customer Success leadership.
- Be part of a fast-growing SaaS company scaling globally.
- Opportunity to build deep expertise in Enterprise Customer Success and Technical Account Management.
Skills Required
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field
- 5+ years experience in Technical Account Management, Enterprise Technical Support, or SaaS Customer Operations
- Experience supporting Enterprise SaaS customers and managing multiple high-value accounts
- Strong understanding of customer lifecycle management and account health monitoring
- SaaS application support experience
- Strong troubleshooting and root cause analysis skills
- Experience with APIs and web technologies and diagnosing integration issues
- Understanding of integrations, authentication mechanisms, and enterprise systems
- Experience with ticketing systems such as Jira, Freshdesk, Zendesk, HubSpot, or similar
- Ability to create detailed bug reports, technical documentation, and RCAs
- LMS, HRMS, EdTech, or Learning Technology experience
- SQL knowledge
- SSO technologies (SAML, OAuth, OpenID Connect)
- Experience working with Engineering and Product organizations
- Basic understanding of HTML, CSS, and JavaScript
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The Company
What We Do
Disprz is an AI-powered, mobile upskilling and reskilling suite, helping enterprises unlock business potential by enabling organization-wide skilling, while personalizing learning for the individual. Be it knowledge or frontline workers, Disprz identifies and benchmarks employees’ skills needed for different job roles, assesses their current levels, creates impactful learning pathways, drives hyper-personalized learning to bridge skill gaps and drives learning adoption. Disprz makes available insightful analytics that link back skilling to business performance. Our goal is to empower organizations to drive the right skills to create immediate and sustained business impact - be it higher sales, better customer service, impactful leadership, or digital transformation. In addition to Disprz’s LMS and LXP platforms, our unique frontline enablement solution (FLE) is a mobile learning platform designed to address the unique needs of the distributed workforce. With multilingual options and a mobile-first approach, it helps keep the deskless workforce engaged & productive while learning. It includes features such as KPI-linked coaching, proctored assessments and on-the-job training workflows to enable them to be job-ready from Day 1. Our capability-building platform powers 250+ leading organizations like Amazon,Uber, Airtel, Bajaj Allianz, and Tata Motors, to name a few. 1.8 million + learners across the United States, India, Southeast Asia, and the Middle East, leverage our skills enhancement platform.
