資深/技術客戶經理 Sr./Technical Account Manager

Position: Sr. Technical Account Manager
Department: Consulting - Operations Practice
Reports To: Strategy Advisory Director

【About the Role】

The Technical Account Manager (TAM) is a strategic, customer-facing role responsible for driving Operations Excellence Services revenue, identifying strategic growth opportunities (including AI, MSSP, FinOps and ISV), and ensuring exceptional customer satisfaction and retention.

As a trusted advisor and technical leader, TAM partners with senior executives and cross-functional teams to define customer’s technical vision, optimize platform adoption, mitigate operational risks, and orchestrate internal resources to deliver consistent, reliable, and value-driven outcomes.

TAM also serves as the primary escalation touchpoint, ensuring timely response,
clear communication, and resolution ownership.

【Key Responsibilities】

1. Operations Excellence & Revenue Growth
◆Drive adoption and expansion of Operations Excellence Services.
◆Identify opportunities to grow services revenue.
◆Work closely with Sales and Customer Success to influence renewals and upsell motions.

2. Strategic Opportunity Discovery
◆Identify and shape customer initiatives related to AI, FinOps, Managed Security Services (MSSP), and ISV ecosystem integrations.
◆Advise customers on aligning technical strategies with business outcomes and innovation roadmaps.
◆Support POCs, pilots, and solution design for emerging strategic programs.

3. Customer Satisfaction & Retention
◆Build long-term, trust-based relationships across customer stakeholders, including senior and executive-level contacts.
◆Ensure continuous improvement of service quality, customer experience, and operational performance.
◆Track service health, proactively address concerns, and drive retention strategies.

4. Technical Account Leadership
◆Own the technical relationship and serve as the customer’s primary
technical advocate.
◆Lead business reviews, strategic planning sessions, and executive briefings.
◆Provide guidance on product or service capabilities, best practices,
architecture, and roadmap alignment.

5. Senior-Level Engagement
◆Engage with C-level, VP, and Director-level stakeholders to drive strategic
discussions, influence decisions, and ensure business alignment.
◆Communicate complex technical topics to non-technical audiences with
clarity and confidence.

6. Define Client Technical Vision
◆Understand customer business goals and translate them into a multi-year
technical strategy.
◆Develop adoption plans, architectural recommendations, and operational
frameworks to maximize value.

7. Proactive Risk Mitigation & Continuous Optimization
◆Identify risks related to reliability, performance, compliance, and adoption.
◆Develop mitigation plans and collaborate with cross-functional team to close gaps.
◆Drive continuous optimization of configurations, processes, usage patterns, costs and operational workflows.

8. Internal Resources Orchestration
◆Coordinate with cross-functional teams to ensure cohesive execution.
◆Advocate for customer needs internally while balancing priorities and resource constraints.
◆Manage escalations, ensuring timely and effective resolution.

9. Relationship Excellence
◆Develop strong, multi-threaded relationships within customerorganizations.
◆Maintain high standards of responsiveness, professionalism, and accountability.
◆Act as the customer’s first escalation point and maintain ownership until resolution.

學歷：專科、大學、碩士
【Qualifications】

☆Education & Experience

◆Bachelor’s or Master’s degree in Business, Information Systems, Engineering, Computer Science, Data Analytics, English or related field.
◆3+ years in Technical Account Management, Customer Success, Solutions Consulting, Pre-Sales, Technical Service Delivery or similar roles.
◆Experience engaging senior technical and business leaders.

☆Skills & Competencies

◆Strong technical foundation with ability to understand architecture, integration, cloud technologies, and product or service ecosystems.
◆Strong analytical and problem-solving skills with a proactive, customer-first mindset.
◆Ability to understand technical concepts and translate them for non-technical audiences.
◆Excellent communication (Chinese and English), executive presentation, and stakeholder management skills.
◆Proven ability to lead cross-functional collaboration and influence without authority.
◆Ability to balance strategic thinking with hands-on technical execution.
◆Detail-oriented, organized, and eager to learn.

☆Preferred (Nice-to-Have) Skills

◆Experience with Cloud, AI/ML technologies, DevOps, FinOps, or Security platforms.
◆Project management or ITIL/ITSM background.
◆Familiarity with SQL, Python, or other analytical tools (optional).

【What We Offer】

◆Opportunity to drive strategic initiatives and influence customer success at a high level.
◆Cross-functional exposure.
◆An environment that encourages innovation, ownership, and continuous improvement.
◆Professional growth through complex, high-impact customer engagements.