[Hiring] Technical Account Manager @CloudEagle.ai

Role Description

As a Technical Account Manager (TAM), you will serve as the primary technical advisor for a portfolio of enterprise customers. You will partner closely with IT, Security, Procurement, and Engineering teams to ensure successful onboarding, implementation, product adoption, integrations, and long-term customer success. You will own the technical relationship throughout the customer lifecycle by solving complex technical challenges, driving best practices, and collaborating with Product and Engineering teams to deliver an exceptional customer experience.

Responsibilities

• Own the technical relationship for assigned enterprise customers throughout the customer lifecycle.
• Lead customer onboarding, implementation, configuration, and deployment activities.
• Drive successful product adoption by educating customers on platform capabilities and best practices.
• Understand customer environments, business goals, and technical requirements to recommend optimal solutions.
• Support API integrations, SSO (SAML/OAuth), SCIM provisioning, and other technical implementations.
• Troubleshoot complex product issues and coordinate with Engineering for timely resolution.
• Act as the customer's trusted technical advisor and advocate internally.
• Conduct technical health checks, implementation reviews, and technical QBRs.
• Monitor customer health, product usage, and adoption metrics to proactively identify risks.
• Collaborate with Product, Engineering, Customer Success, and Sales to improve customer outcomes.
• Document customer environments, implementation plans, technical issues, and resolutions.
• Identify opportunities to improve customer adoption and support commercial teams during renewals by demonstrating technical value.

Qualifications

• 4-7 years of experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, Implementation Consulting, Technical Support, or similar customer-facing technical roles within a B2B Enterprise SaaS product company.
• Mandatory experience working in a fast-paced startup environment.
• Must have worked as an Individual Contributor (IC), independently managing customer accounts and technical engagements.
• Must have experience supporting US-based enterprise customers and be comfortable working EST (US Eastern Time) shifts.
• Experience managing enterprise customer accounts across onboarding, implementation, product adoption, and ongoing technical support.
• Strong understanding of REST APIs, JSON, Webhooks, SSO (SAML/OAuth), and SCIM.
• Experience working with cloud technologies such as AWS, Azure, or GCP.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills with both technical and business stakeholders.
• Ability to manage multiple customer implementations simultaneously.

Tools Required

• Jira, HubSpot (or equivalent CRM), Postman
• REST APIs, JSON, Webhooks
• SSO (SAML/OAuth), SCIM
• SQL (basic understanding preferred)
• Zoom, Slack, Microsoft Teams
• Browser Developer Tools and log analysis