Senior Manager – TAM(Solutions Architect Leadership Role)

About the Role

We are looking for an experienced Senior Manager – Technical Account Management to lead and scale a high-performing team of Technical Account Managers responsible for Exotel's strategic enterprise customers.

This is a leadership role that combines people management, enterprise customer success, technical consulting, and cross-functional execution. You will coach and develop a team of TAMs while partnering with Sales, Product, Engineering, Customer Success, and Support to ensure customers realize maximum value from Exotel's platform.

You will be accountable for customer health, adoption, retention, technical delivery excellence, and building a world-class Technical Account Management function.

What You'll Do

Team Leadership & People Management

• Lead, mentor, and develop a team of Technical Account Managers.
• Define goals, KPIs, and success metrics for the TAM organisation.
• Conduct regular coaching, performance reviews, and career development discussions.
• Build a high-performance, customer-first culture within the team.
• Drive hiring, onboarding, and capability development as the TAM function scales.

Strategic Customer Management

• Provide executive oversight for Exotel's largest and most strategic enterprise customers.
• Guide the team in driving customer adoption, retention, expansion, and long-term success.
• Participate in executive business reviews and customer escalations when required.
• Build trusted relationships with senior business and technical stakeholders.

Technical Solutioning & Consulting

• Coach the team on solution architecture, API integrations, contact centre deployments, automation, and best practices.
• Review complex customer solutions and provide architectural guidance.
• Ensure scalable, reliable, and business-aligned solution designs across customer engagements.
• Act as an executive technical advisor for key strategic opportunities.

Operational Excellence

• Establish processes, playbooks, and best practices for the Technical Account Management organisation.
• Monitor customer health, implementation quality, adoption metrics, and renewal readiness.
• Drive proactive risk management and customer success initiatives.
• Define operational metrics and continuously improve team effectiveness.

Cross-Functional Leadership

• Partner closely with Product, Engineering, Network, Sales, Professional Services, Customer Success, and Support teams.
• Represent customer feedback internally and influence product improvements.
• Drive alignment across functions to ensure successful customer outcomes.
• Champion scalable processes that improve customer experience.

What We're Looking For

Must-Have (Non-Negotiable)

• 9–15 years of experience in Technical Account Management, Solution Engineering, Solutions Consulting, Customer Success Engineering, or Professional Services.
• 3+ years of experience managing and developing Technical Account Managers or customer-facing technical teams.
• Proven experience managing strategic enterprise customers.
• Strong technical solutioning and architecture expertise, including APIs, integrations, contact centre platforms, telecom, or CX technologies.
• Experience leading executive stakeholder conversations and managing complex customer escalations.
• Demonstrated success building, coaching, and scaling high-performing customer-facing teams.
• Strong communication, leadership, and stakeholder management skills.

Preferred

• Experience in CPaaS, CCaaS, Conversational AI, Contact Centre, Telecom, or SaaS environments.
• Exposure to chatbot, voicebot, AI, and automation technologies.
• Experience managing large enterprise portfolios and high-value customer relationships.
• Experience driving customer adoption, renewals, and expansion in a B2B SaaS organization.
• Experience establishing TAM processes, operating rhythms, and success metrics.