Technical Account Manager

Role Overview

We are seeking a highly accomplished Technical Account Manager (TAM) to serve as a strategic technology advisor and executive-facing leader for enterprise customers.

The TAM will act as a trusted technology and business partner to CIOs, CTOs, CISOs and senior business stakeholders, driving technology strategy, operational excellence, service governance, financial performance and long-term customer value across AWS, Microsoft Azure and/or Google Cloud environments.

The role will have significant responsibility for customer retention, revenue growth, P&L management, billing governance and commercial performance, in addition to technical and operational leadership.

The ideal candidate should have a strong understanding of OEM technology and service offerings, including cloud platforms, infrastructure, security, networking, observability, databases, backup, disaster recovery and enterprise software ecosystems, and should be able to translate these offerings into appropriate customer solutions and commercial opportunities.

This role requires strong technical credibility, executive presence, commercial acumen and the ability to translate complex technology initiatives into measurable business and financial outcomes.

Key Responsibilities

1. Executive Customer Leadership & CXO Engagement

• Serve as the senior technical and strategic point of contact for assigned enterprise and strategic accounts.
• Build trusted relationships with CIO, CTO, CISO and other senior technology and business stakeholders.
• Understand customer business priorities and translate them into technology and business strategies.
• Lead Quarterly Business Reviews (QBRs), Executive Steering Committees and strategic account reviews.
• Present service performance, technology risks, transformation initiatives, financial metrics and improvement opportunities to executive audiences.
• Act as the voice of the customer internally and ensure strong alignment between customer expectations and delivery teams.
• Own the overall customer relationship and proactively address risks that could impact customer satisfaction, retention or revenue.
• Build executive-level relationships that support long-term account growth and strategic partnership.

2. Strategic Cloud Advisory & Architecture Governance

• Provide strategic architectural oversight across AWS, Azure and/or GCP environments.
• Advise customers on cloud adoption, modernization, migration and cloud-native transformation.
• Drive adoption of Well-Architected, reliability engineering, security-by-design and automation-first principles.
• Lead cloud maturity assessments and develop multi-year technology transformation roadmaps.
• Identify opportunities for application modernization, platform engineering, automation and operational simplification.
• Provide guidance on high availability, resilience, disaster recovery, scalability and capacity planning.
• Partner with enterprise architects and engineering teams to ensure architectural decisions align with business objectives.

3. OEM & Technology Ecosystem Management

• Maintain a strong understanding of OEM technology portfolios, product capabilities, licensing models, support models and professional/managed service offerings.
• Understand the positioning and value proposition of major OEMs across cloud, compute, storage, networking, security, databases, backup, DR, observability and enterprise applications.
• Evaluate OEM solutions against customer requirements and recommend appropriate technology and service options.
• Engage with OEMs and technology partners to leverage their technical expertise, support capabilities, professional services and commercial programs.
• Identify opportunities to combine OEM solutions with managed services to create differentiated customer propositions.
• Stay current with changes in OEM product roadmaps, licensing models, cloud marketplace offerings and technology trends.
• Support Sales and Pre-Sales teams in developing technology solutions, proposals and account expansion strategies.

4. Service Governance & Operational Excellence

• Govern SLA, KPI and OLA performance across CloudOps, SRE, DevOps, Security and Platform Engineering teams.
• Establish and drive continuous service improvement initiatives.
• Ensure adherence to ITIL-aligned practices across Incident, Problem, Change, Release and Service Management.
• Lead major incident and escalation management, ensuring effective stakeholder communication and root-cause resolution.
• Review operational trends and proactively identify service risks before they impact the customer.
• Govern disaster recovery readiness, business continuity, capacity management and operational resilience.
• Drive automation and proactive monitoring to reduce recurring incidents and manual operational effort.
• Establish service improvement plans with measurable outcomes and executive visibility.

5. FinOps, P&L, Revenue & Commercial Management

• Demonstrate strong understanding of FinOps principles, practices and operating models across cloud environments.
• Drive cloud financial management covering cost visibility, allocation, optimization, forecasting, budgeting and governance.
• Identify opportunities to optimize cloud consumption and improve customer technology economics without compromising performance, security or resilience.
• Own or contribute significantly to the P&L performance of assigned customer accounts or service portfolios.
• Manage account-level revenue, gross margin, cost base and profitability in partnership with business and finance teams.
• Own revenue management and forecasting, including actuals, run-rate revenue, pipeline, renewals and growth opportunities.
• Monitor account financial performance and proactively address revenue leakage, margin erosion and cost overruns.
• Identify opportunities for upsell, cross-sell, expansion and transformation-led revenue growth.
• Partner with Sales, Finance and Delivery teams to develop account growth and profitability plans.
• Ensure services are delivered within agreed commercial and financial parameters.

6. Billing, Collections & Revenue Assurance

• Own governance of the customer billing lifecycle, ensuring accurate, timely and complete invoicing.
• Ensure billing is aligned with contracts, statements of work, consumption, SLAs, milestones and agreed pricing models.
• Proactively identify and resolve billing disputes, revenue leakage and invoicing discrepancies.
• Partner with Finance, Accounts Receivable and Delivery teams to improve billing accuracy and collection performance.
• Monitor outstanding receivables, disputed invoices and payment risks for strategic accounts.
• Establish governance mechanisms to minimize billing delays and improve DSO / cash realization.
• Ensure changes in scope, consumption, resources and service levels are appropriately reflected in commercial and billing processes.

7. Customer Retention & Account Growth

• Take accountability for customer retention and account health across assigned strategic accounts.
• Establish early-warning mechanisms to identify customer dissatisfaction, service risks and competitive threats.
• Develop and execute customer recovery and retention plans where required.
• Track customer satisfaction, executive engagement, service performance and commercial health.
• Build multi-year customer relationships and position the organization as a strategic technology partner.
• Identify opportunities to expand existing relationships through cloud transformation, modernization, security, automation and managed services.
• Partner with Sales and Account Management to develop and execute account growth strategies.

8. Leadership & Cross-Functional Orchestration

• Lead and coordinate cross-functional technology teams to deliver seamless customer outcomes.
• Orchestrate activities across Cloud Operations, Architecture, Security, DevOps, SRE, Service Management, Finance and Engineering.
• Mentor and coach junior TAMs, service delivery managers and technical leaders.
• Collaborate closely with Sales, Pre-Sales, Enterprise Architecture, Product, Finance and Delivery leadership.
• Establish an automation-first, reliability-first and customer-outcome-focused culture.
• Influence without direct authority across geographically distributed teams and customer organizations.