Key Account Manager

CloudEagle.ai; India; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

CloudEagle.ai is seeking a Technical Account Manager to serve as the primary technical advisor for a portfolio of enterprise customers from India. You will partner with IT, Security, Procurement, and Engineering to ensure onboarding, implementation, product adoption, integrations, and long-term success.

You will own the technical relationship throughout the customer lifecycle, solving complex challenges and guiding best practices.

Qualifications

• 6-8 years of experience in Technical Account Management or similar customer-facing technical roles.
• Mandatory experience working in a fast-paced startup environment.
• Independently managing customer accounts and technical engagements.
• Experience supporting US-based enterprise customers and working EST shifts.
• Strong understanding of REST APIs, JSON, Webhooks, SSO, and SCIM.
• Experience with cloud technologies like AWS, Azure, or GCP.

Responsibilities

• Own the technical relationship for assigned enterprise customers throughout the lifecycle.
• Lead onboarding, implementation, configuration, and deployment activities.
• Drive product adoption by educating customers on platform capabilities.
• Understand customer environments and technical requirements to propose optimal solutions.
• Support API integrations, SSO, SCIM provisioning, and other technical implementations.
• Troubleshoot complex product issues and coordinate with Engineering for resolution.
• Act as trusted technical advisor and advocate internally.
• Document environments, plans, issues, and resolutions.
• Collaborate with Product, Engineering, CS, and Sales to improve outcomes.

Skills

Technical account management

Customer-facing communication

Troubleshooting

Independent contributor

EST time zone experience

Tools

Jira

HubSpot

Postman

REST APIs

JSON

Webhooks

SSO

SCIM

Zoom

Job description

CloudEagle.ai is an AI-powered platform for SaaS Management, AI Governance, and Identity Governance & Administration (IGA) that gives enterprises a single control center to discover, secure, govern, and optimize their entire SaaS and AI ecosystem. The platform helps organizations enforce AI usage controls, govern both human and non-human identities, and streamline IT and security operations without disrupting existing tools or workflows.

Trusted by companies like RingCentral, Automation Anywhere, Shiji, and Rec Room, CloudEagle enables enterprises to save 10-30% on software spend while securely managing hundreds of SaaS and AI applications at scale.

Recognized by analyst firms such as Gartner, GigaOm, and KuppingerCole for its AI/ML-driven innovation in SaaS and AI governance, CloudEagle offers 500+ direct integrations that help organizations eliminate shadow SaaS and AI, enforce AI governance policies, optimize access through intelligent identity governance, and secure non-human identities to reduce operational and security risk. (Website)

Shift timing- 6:30 PM to 3:30 AM IST

Job Summary:

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.

Key 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.

Experience:

• 6-8 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
• Zoom, Slack, Microsoft Teams

Preferred Background

• Experience in SaaS Management, IT Operations, Identity & Access Management, Security, Procurement Tech, or Enterprise SaaS.
• Exposure to enterprise IT environments and customer-facing technical consulting.
• Customer-first mindset with strong ownership and execution skills.