Associate Technical Account Manager

JOBSUMMARY
You will interact regularly with individual product teams to understand their requirements and the purpose of implementation.
You will also troubleshoot issues across environments and will be responsible for their monitoring, optimization, and performance tuning.

Roles and Responsibilities :

• Act as a Technical/Functional Consultant to the Customer Success Manager for an allocated set of 10–12 accounts, providing functional guidance, operational insights, and support for customer discussions and QBRs.
• Own the management of Steady-State Accounts following a structured Knowledge Transfer from the Implementation team, ensuring all hand-off criteria are met, including formal client sign-offs, open issues, and pending action items.
• Maintain strong release-to-release knowledge of S2P Products and proactively communicate relevant product enhancements and their operational benefits to customers.
• Partner with PMG and other internal teams during the feature design process, bringing customer and business process perspectives to improve usability and adoption.
• Take ownership of monitoring and reporting “Operational Health Metrics” such as Adoption, SLA Reports, and CSI. Identify potential risks and drive appropriate actions with internal and external stakeholders.
• Lead and coordinate RCAs and high-severity issues in collaboration with PMG, Engineering, and CST teams, ensuring timely resolution and regular monitoring of Incident and Problem SLAs.
• Drive change enablement for major product features through proactive customer training, webinars, workshops, and relevant communication collateral to ensure effective adoption.
• Lead and manage the execution of Change Requests in collaboration with Ops Analysts/Sr. Analysts and/or the CIT team, ensuring effective planning, stakeholder coordination, and timely closure.
• Provide guidance and support to team members on complex customer issues, operational challenges, and process-related matters, ensuring consistent and high-quality service delivery.
• Identify opportunities to improve customer experience, operational efficiency, and product adoption across assigned accounts, and work with relevant teams to implement improvements.

Job Requirements :

• Good Communication.
• Customer Management Skills.
• Ability to document action items correctly and drive them to closure.
• Willingness to drive things to closure irrespective of the odds.
• Ability to liaise with various internal teams