Job Description

Lead \xe2\x80\x93 Technical Account ManagerJob Title: Lead Technical Account ManagerOverview: The Lead Technical Account Manager (TAM) will manage a team of Technical AccountManagers, ensuring the successful delivery of technical support and strategic solutions to ourcustomers. This role will encompass project management, quality control, and trainingresponsibilities, driving team performance and customer satisfaction while fostering continuousimprovement in service delivery.\xe2\x88\x99Provide ongoing guidance and support to TAM members, fostering a culture of collaborationand empowerment to drive success.\xe2\x88\x99Conducting regular quality audits to ensure adherence to established standards andcontinuous improvement.\xe2\x88\x99Developing and implementing comprehensive training programs to bridge knowledge gapsand 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, andsupport to enhance individual and team performance.oConduct regular one-on-one meetings with TAMs to discuss performance, addresschallenges, and provide constructive feedback.\xe2\x88\x99Customer Engagement and Support:oServe as the primary point of contact for escalated customer issues, providingtechnical and business context to internal teams to resolve customer configurations.oRelay the impact of system issues or outages to customers, ensuring timelycommunication and follow-up.\xe2\x88\x99Project Management:oManage the overall program of technical projects for strategic customers, ensuringalignment with client objectives and adherence to established methodologies.oCollaborate with Product and Support teams to create customer-specific rolloutplans for product updates and new releases.\xe2\x88\x99Quality Control:oImplement quality assurance processes to monitor the effectiveness of TAMinteractions and technical solutions.oConduct regular audits of customer interactions and documentation to ensurecompliance with quality standards.\xe2\x88\x99Training and Development:oConduct comprehensive training needs assessments to identify skill gaps within theteam and develop targeted training programs.oDeliver onboarding and ongoing training sessions for TAMs, ensuring they areequipped to effectively support customers and utilize technical tools.oUtilize diverse training methods, including simulations and hands-on exercises, toenhance learning outcomes.oDevelop and deliver effective training programs for internal teams, ensuring trainingsessions 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 forcontinuous improvement.oManage end-to-end new hire training for new associates, sharing batch reports andregular updates on training progress with stakeholders.oManage knowledge interventions, including refresher training sessions andadministering process knowledge tests.oFacilitate Performance Improvement Plan (PIP) trainings for associates identified ashaving performance issues.\xe2\x80\x99oUtilize diverse training methods, such as role-playing, simulations, and groupactivities, to enhance learning outcomes.\xe2\x88\x99Technical Solutions and Optimization:oAdvise customers on improving their product utilization to drive additional businessvalue from LiveRamp\xe2\x80\x99s product suite based on predefined workflows.oDesign and execute technical tests to measure the value derived from the LiveRampplatform and assess the impact of core product changes on customer workflows.\xe2\x88\x99Documentation and Knowledge Management:oMaintain comprehensive internal technical documentation for customers andprovide regular updates to ensure accuracy and relevance.oShare best practices and lessons learned across the team to foster a culture ofknowledge 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 todefine improvement plans.\xe2\x88\x99Continuous Improvement:oIdentify areas for process improvement and implement changes to enhance teamefficiency and effectiveness.oCelebrate team wins and individual achievements to maintain morale andmomentum.Experience:\xe2\x88\x997+ years of experience in a technical account management role, preferably in a SaaSenvironment.\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 andpresentation skills.oStrong analytical and problem-solving capabilities, with a focus on customer-centricsolutions.\xe2\x88\x99Technical Skills:oMandatory: Proficiency in SQL, Salesforce (SFDC), Jira, and Rails database; familiaritywith BigQuery and cloud environments (e.g., GCP).oKnowledge of command line, SFTP, Linux, and experience with data handling and QAprocesses.oPreferred: Extensive knowledge of the advertising technology ecosystem, includingcampaign management, SSP/DSP, and ad servers.\xe2\x88\x99Project Management:oStrong project management skills, with experience in managing multiple projectssimultaneously and driving accountability.\xe2\x88\x99Data Analysis:oProficient in data analysis tools, such as MS Excel, Google Sheets, Tableau, andPower BI.Education:Bachelor\xe2\x80\x99s or Masters in Computer Science or a related field.Working Hours: 4:00 PM IST to 2 AM IST \xe2\x80\x93 Work from Office mandatoryLocation: HyderabadNote to TAG:Keywords for Job Search: Lead Technical Account Manager, Technical Account Manager, TechnicalSolutions Engineer, Technical Customer Support Engineer.Target Companies: Top technology and consulting firms such as Microsoft, Accenture, Infosys, Adobe,Oracle, Salesforce, and others.

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