Associate Technical Account Manager

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 :

• 5-8 years of experience in IT services or consulting industry.
• 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