Technical Account Manager V

Long Description

The Technical Account Manager (TAM) serves as the primary post-sales technical point of accountability for assigned customers, operating at both the account and strategic portfolio level. The TAM acts as a trusted technical advisor and coordinator—responsible for understanding customer environments, proactively managing technical health, and aligning IGT support, engineering, and delivery execution with customer business and operational goals.

The role does not perform hands-on delivery or day-to-day support execution, but is accountable for orchestration, communication, escalation management, and overall customer confidence. TAM 5 operates across highly complex, multi-site or enterprise-scale environments and engages technical and executive stakeholders to ensure long-term stability, scalability, and value realization.

Responsibilities

Acts as the senior technical authority for strategic, high-risk, or enterprise customer accounts
• Owns complex, multi-site, multi-platform environments
• Serves as an escalation point for systemic or cross-domain technical issues
• Identifies recurring technical patterns and drives cross-functional improvements across Support, Engineering, and Product
• Mentors and develops Level 3–4 TAMs, establishing best practices for engagement and escalation management
• Influences customer technical strategy and internal execution at a portfolio level

Customer Technical Ownership

• Serve as the primary technical liaison for assigned customers
• Build trusted relationships with technical and executive stakeholders
• Maintain deep understanding of customer environments, architecture, and operational posture
• Own technical accountability, communication, and coordination for all customer-facing activities
• Responsible for orchestration, not execution, and does not replace Support, Project Management, or Sales

Proactive Engagement & Planning

• Lead recurring technical reviews focused on system health, risks, and upcoming changes
• Identify degradation trends, systemic risks, and improvement opportunities
• Align customer technical roadmaps with IGT platform evolution
• Prepare customers for upgrades, patches, and platform changes
• Drive proactive strategies to reduce incidents and improve stability

Technical Coordination & Escalation Management

• Own customer communication during incidents and escalations
• Coordinate resolution across internal technical teams
• Ensure proper tracking, follow-up, and remediation of issues
• Drive root cause visibility and long-term resolution strategies
• Escalate patterns or systemic issues impacting multiple customers or products

Cross-Functional Alignment

• Act as the primary bridge between customers and internal organizations
• Align Support, Engineering, Delivery, and Product teams with customer needs
• Partner with Sales for technical alignment (non-quota carrying)
• Drive structured feedback into Product Management and Engineering
• Influence roadmap discussions based on customer impact and trends

Training, Enablement & Documentation

• Identify customer knowledge gaps and coordinate training efforts
• Maintain detailed account plans and technical documentation
• Deliver technical briefings, presentations, and updates to stakeholders
• Ensure documentation supports audit readiness and operational transparency

Success Measures

• Customer satisfaction, confidence, and retention
• Measurable reduction in escalations and incident impact
• Improved alignment between customer expectations and delivery execution
• Identification and resolution of systemic technical issues
• Contribution to improved product stability and operational outcomes

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