Technical Account Manager

Zycus is looking for Technical Account Manager. The Technical Account Manager is the named technical owner for a portfolio of high-value enterprise customers on our Gold, Platinum, and Strategic support tiers. This is a white-glove alternative to the standard self-service support model: proactive case management, architectural and operational guidance, and a single accountable point of contact who knows the customer’s environment, integrations, and business calendar. You will drive resolution of the most complex support cases — correctly classifying each as a defect, change request, service request, or enhancement — and hold the right internal teams aligned and accountable through closure. Equally important is the work that prevents cases: release readiness, adoption reviews, health monitoring, and technical risk management across the account lifecycle.

This role sits inside U.S. Support Delivery and operates in U.S. business hours, with participation in a follow-the-sun escalation rotation for severity-1 events.

What You Will Own

Customer Ownership & Trusted Advisory

• Serve as the named technical point of contact for a portfolio of enterprise accounts, maintaining current knowledge of each customer’s configuration, integrations, customizations, and business-critical processing windows.
• Own customer onboarding at two transition points: implementation to support, and Standard tier to Gold or Platinum.
• Build and maintain a Technical Success Plan per account — documented objectives, adoption targets, known technical risks, open items, and a rolling 90-day engagement plan.
• Translate product capability into customer business outcomes, and translate customer business goals into concrete technical actions.

Case Lifecycle & Escalation Management

• Hold end-to-end accountability for case lifecycle across the portfolio — intake, triage, classification, ownership assignment, progress cadence, and verified closure.
• Drive complex and cross-team cases by establishing clear ownership, next actions, and time-bound commitments with support, engineering, product, and cloud operations.
• Manage case and account escalations to closure: understand why the escalation was raised, establish objective exit criteria with the customer, and drive the extended team to meet them.
• Lead or facilitate Root Cause Analysis for qualifying incidents, ensuring the causal chain is evidenced and corrective and preventive actions are owned, dated, and tracked to completion.
• Serve as incident commander or customer communications lead during severity-1 events affecting your accounts.
• Run a structured cadence of weekly operational syncs, monthly service reviews, and quarterly business reviews, each anchored on data rather than narrative.
• Monitor account health signals — case volume and mix, recurring defects, SLA trend, integration error rates, adoption, and open escalations — and act on adverse trends before they become escalations.
• Own release readiness for your accounts: impact assessment, regression risk, customer communication, upgrade sequencing, and hypercare through stabilization.
• Maintain a technical risk register per account and drive mitigation with named owners and dates.
• Support peak-period readiness — fiscal close, sourcing events, high-volume transaction windows — with capacity and configuration review ahead of the event.

Internal Advocacy & Continuous Improvement

• Represent the customer’s technical needs to product and engineering with evidence: reproduction detail, business impact, affected volume, and workaround status.
• Convert recurring case patterns into product feedback, knowledge base content, and self-service enablement that reduces future case volume.
• Contribute to the Premium Support playbook — runbooks, escalation criteria, review templates, and onboarding standards.
• Adopt and help mature AI-assisted support tooling for case deflection, RCA drafting, and health signal detection.

Core Competencies

• Customer-Centric Judgment: Builds trust with enterprise stakeholders from analyst to CIO; delivers on commitments and has the courage to break bad news early and clearly.
• Technical Acumen: Working command of SaaS and multi-tenant cloud architecture, APIs and integration patterns, SSO and identity, data flows, and performance troubleshooting — enough to hold a credible technical conversation without relying on engineering for every question.
• Case Management Discipline: Triages accurately, separates symptom from cause, and drives resolution across defect, enhancement, and service request paths without losing the thread on any of them.
• S2P / P2P Domain Knowledge: Understands source-to-pay and procure-to-pay workflows — sourcing, contracts, supplier management, requisition to invoice, and the ERP touchpoints on either side.
• Communication & Influence: Simplifies technical complexity for business audiences, writes clearly under pressure, and moves cross-functional teams without formal authority.
• Operating Under Pressure: Runs a severity-1 bridge and a hostile executive escalation with the same composure.
• Collaboration: Works effectively across support, product, engineering, cloud operations, professional services, and customer success.

Experience & Qualifications

Required

• 5–7 years in customer-facing technical roles — Technical Account Manager, Solutions Consultant, Technical Support Lead, or equivalent.
• 3+ years supporting mission-critical enterprise SaaS applications in production.
• Demonstrated ownership of complex, multi-team escalations through to customer-accepted closure.
• Hands-on experience with ERP systems (SAP, Oracle, Workday) and their integration patterns.
• Working proficiency with Salesforce Service Cloud, Jira, and comparable support and CRM platforms.
• Practical familiarity with APIs, integration middleware, log analysis, and SQL-level data investigation.
• Proven ability to run executive-level business reviews and produce written technical communication suitable for a customer audience.
• U.S. citizenship (see Eligibility & Work Authorization below).

Ideal

• Prior experience managing Fortune 100 or comparable global enterprise accounts.
• Familiarity with Zycus modules or a comparable S2P/P2P platform (Coupa, SAP Ariba, Ivalua, GEP, Jaggaer).
• Technical project management experience across cross-functional delivery teams.
• Exposure to AI-driven support tooling and predictive analytics in a service context.
• Experience supporting customers through platform upgrades and major release cycles.

Nice to Have

• Experience implementing generative or agentic AI solutions in customer support or customer success.
• Background in release management, change advisory, or site reliability practices.
• Familiarity with SOC 2, GDPR, and enterprise data-handling obligations in a support context.

What We Offer

• A strategic, high-visibility role in the Premium Support program with direct executive exposure.
• Direct engagement with top-tier global enterprise customers.
• Genuine influence on product roadmap and support strategy through a structured feedback path.
• A defined career path toward Senior TAM or Strategic Services leadership.
• A performance-oriented culture with clear measures and clear rewards.

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Tagged as: Project Management, Salesforce, SQL