Technical Account Manager (TAM)

Hand-hold Enterprise customers at nascent stage post-deployment including direct involvement in solving technical issues as an L2/L3 Support Engineer.
Nurture Enterprise customers post-deployment to stabilise their environment and bring to a business as usual state.
Once stabilised efficiently manage all issues reported by Enterprise customers while ensuring SLA adherence at all times to maintain premium customer experience.
Act as the primary point of contact to resolve customer issues and leverage the extended Support ecosystem during off-business hours and during unavailability.
Educate the customer and drive them to self-sufficiency by fully utilizing the potential of published knowledge base and product documents.
Lead any planned, ad-hoc, and critical escalation calls pertaining to assigned Enterprise customers with at least L2 level expertise across all used platforms.
Maintain the highest level of professionalism and empathy in all customer interactions to enhance customer experience.
Leverage knowledge base (internal and external), debug tools, and reproduction environments to validate issues before escalation.

Uphold existing Enterprise Support processes while championing process improvement initiatives.
Maintain a high level availability and flexibility for assigned Enterprise customers to the Support shift roster and shift timings.
Identify gaps in the Enterprise Support and Technical Account Management processes and tools (issue tracking, training, knowledge management, documentation, automations etc.) and work with the leads, managers to drive process improvements.
Proactively identify escalations from assigned Enterprise customers and flag them internally for resolution and minimize business impact.
Collaborate closely with the Support Knowledge Officer(s) to drive knowledge article documentation in their areas of expertise.
Mentor new TAMs on best practices from the lens of the Scalefusion products and Enterprise Support processes.
Extremely disciplined about leave management to ensure seamless Enterprise Support operations and TAM responsibilities.
Oversee the Root Cause Analysis (RCA) process for critical issues or as requested by assigned Enterprise customers and ensure timely delivery.

Maintain a close liaison with the engineering team to facilitate seamless communication and swift resolutions of Scalefusion issues for assigned Enterprise customers.
Leverage L3 Support Engineers to solve complex issues and fast-track resolution of critical issues.
Systematically maintain a repository of all support tickets, bugs, feature requests and service requests logged for assigned Enterprise customers.
Accountable for consistent follow-ups on jiras to conclusion for their assigned Enterprise customers.
Represent Enterprise Support in future account management activities and provide consultation on technical aspects.
Provide structured feedback to Product on recurring issues, feature gaps, and usability concerns to ensure premium customer experience and improve product stickiness.
Identify and understand the customer’s key business objectives and align relevant product capabilities to support those outcomes, thereby increasing long-term value and adoption.
Attend Quarterly Business Reviews, regular account health check.

Must complete all product and technical training courses with satisfactory assessment scores.
Maintain L2 knowledge across all platforms (Android, Windows, iOS, macOS, Linux) pertaining to assigned Enterprise customers.
Engage in ongoing learning initiatives to enhance technical skills and product knowledge relevant to the TAM role.
Consistently score satisfactorily in the periodic knowledge assessments on all platforms.
Stay updated with the product roadmap and test new features thoroughly to act as the go-to authority for the assigned Enterprise customer.
Keep certifications current (Android Enterprise Expert, Apple Device Support, Apple Deployment Support, Microsoft MCP, etc.).
Mentor L1/L2 through workshops, training, and case reviews.

SLA Management - adherence to Response and Resolution SLAs for assigned Enterprise customers
Customer Health - stabilize and maintain assigned Enterprise customers by limiting issue reoccurrence and high-level of end-user satisfaction
Escalation Management - ability to solve escalations independently without the Product team’s involvement.
Jira management - regular follow-ups on Jira raised for assigned Enterprise Customers and internal-SLA adherence
Reporting - maintain structured record of service availability, SLA compliance, escalations, bug, feature requests, service requests for assigned Enterprise customers
TAM CSAT - maintain excellent feedback from assigned Enterprise customers as per the prevailing feedback mechanism
Net Promoter Score - maintain favourable NPS score throughout the lifecycle of the assigned Enterprise customers

Cross-Functional Contributions – Feedback from Sales/Success/Product on involvement.
Process Improvement Initiatives – #/% of adopted proposals per quarter.