Technical Account Manager III

Short Description

The Technical Account Manager (TAM) serves as a post-sales technical liaison for assigned customer accounts, supporting coordination, communication, and visibility across IGT teams. The TAM develops understanding of customer environments and ensures alignment between customer needs and internal execution. This role does not perform hands-on delivery or day-to-day support execution but supports orchestration activities.

Responsibilities

• Supports assigned customer accounts with coordination and communication
• Develops knowledge of IGT product platforms and customer environments
• Assists with incident coordination and escalation management
• Works under guidance of TAM 4/5 for complex scenarios

Customer Technical Ownership

• Serve as a technical liaison for assigned accounts
• Build relationships with customer technical contacts
• Maintain working knowledge of environments and systems
• Support communication and coordination activities

Proactive Engagement & Planning

• Participate in customer reviews and meetings
• Identify and escalate risks
• Assist in preparing customers for changes

Technical Coordination & Escalation

• Support issue resolution coordination
• Track incidents and communicate updates
• Assist in escalation handling

Success Measures

• Timely customer communication
• Effective incident coordination support
• Growth in technical competency

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• Significant experience in customer-facing technical roles (TAM, SE, Systems Engineering)
• Deep understanding of enterprise software, infrastructure, and IT operations
• Experience managing large-scale or complex customer environments
• Strong executive communication, organizational, and leadership skills

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership