Senior Manager – TAM(Solutions Architect Leadership Role)

Exotel Techcom Pvt Ltd; Bengaluru, Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Exotel Techcom Pvt Ltd in Bengaluru invites an experienced Senior Manager – Technical Account Management to lead a high-performing TAM team serving strategic enterprise customers. You will mentor TAMs, set KPIs, and partner with Sales, Product, Engineering, and Support to ensure value realization.

The role blends leadership with hands-on solutioning, focusing on adoption, retention, and renewal outcomes, while driving scalable processes and executive-level relationships to deliver measurable

Qualifications

• 9–15 years of experience in TAM, solution engineering, or related roles.
• 3+ years managing technical account teams or similar functions.
• Proven track record with strategic enterprise customers.
• Strong technical solutioning, APIs, integrations expertise.
• Experience leading executive stakeholder conversations and escalations.
• Demonstrated ability to coach and scale high-performing teams.

Responsibilities

• Lead and develop a team of Technical Account Managers.
• Define goals, KPIs, and success metrics for TAMs.
• Coach, mentor, and conduct performance discussions.
• Drive a customer-first culture and scale the TAM function.
• Collaborate with Sales, Product, Engineering, Customer Success, and Support.

Skills

Team leadership

Executive stakeholder management

People management

Strategic thinking

Communication skills

Mentoring and coaching

Tools

APIs

Contact centre platforms

Telecom/CX technologies

Job description

About Exotel

At Exotel, we build technologies that make communication more human. Every time someone orders food on Swiggy, manages money with Slice, finds care through Redcliffe Labs or books a ride on Uber, chances are Exotel is powering that interaction in the background.

In 2011, our founders saw how hard it was for businesses to talk to their customers. Setting up phone lines, IVRs, and call centres meant hardware, engineers, and a lot of money. They imagined a simpler world, where any company could build customer conversations using just the cloud. That belief became Exotel.

Today, Exotel powers the invisible backbone of communication for some of the most loved brands across India and beyond, enabling 25 billion+ conversations annually for 7,000+ businesses across voice, messaging, conversational AI, and contact centres—with 100% platform uptime.

Location: Bangalore /Gurugram

About the Role

We are looking for an experienced Senior Manager – Technical Account Management to lead and scale a high-performing team of Technical Account Managers responsible for Exotel's strategic enterprise customers.

This is a leadership role that combines people management, enterprise customer success, technical consulting, and cross-functional execution. You will coach and develop a team of TAMs while partnering with Sales, Product, Engineering, Customer Success, and Support to ensure customers realize maximum value from Exotel's platform.

You will be accountable for customer health, adoption, retention, technical delivery excellence, and building a world-class Technical Account Management function.

What You'll Do

Team Leadership & People Management

• Lead, mentor, and develop a team of Technical Account Managers.

• Define goals, KPIs, and success metrics for the TAM organisation.

• Conduct regular coaching, performance reviews, and career development discussions.

• Build a high-performance, customer-first culture within the team.

• Drive hiring, onboarding, and capability development as the TAM function scales.

Strategic Customer Management

• Provide executive oversight for Exotel's largest and most strategic enterprise customers.

• Guide the team in driving customer adoption, retention, expansion, and long-term success.

• Participate in executive business reviews and customer escalations when required.

• Build trusted relationships with senior business and technical stakeholders.

Technical Solutioning & Consulting

• Coach the team on solution architecture, API integrations, contact centre deployments, automation, and best practices.

• Review complex customer solutions and provide architectural guidance.

• Ensure scalable, reliable, and business-aligned solution designs across customer engagements.

• Act as an executive technical advisor for key strategic opportunities.

Operational Excellence

• Establish processes, playbooks, and best practices for the Technical Account Management organisation.

• Monitor customer health, implementation quality, adoption metrics, and renewal readiness.

• Drive proactive risk management and customer success initiatives.

• Define operational metrics and continuously improve team effectiveness.

Cross-Functional Leadership

• Partner closely with Product, Engineering, Network, Sales, Professional Services, Customer Success, and Support teams.

• Represent customer feedback internally and influence product improvements.

• Drive alignment across functions to ensure successful customer outcomes.

• Champion scalable processes that improve customer experience.

What We're Looking For

Must-Have (Non-Negotiable)

• 9–15 years of experience in Technical Account Management, Solution Engineering, Solutions Consulting, Customer Success Engineering, or Professional Services.

• 3+ years of experience managing and developing Technical Account Managers or customer-facing technical teams.

• Proven experience managing strategic enterprise customers.

• Strong technical solutioning and architecture expertise, including APIs, integrations, contact centre platforms, telecom, or CX technologies.

• Experience leading executive stakeholder conversations and managing complex customer escalations.

• Demonstrated success building, coaching, and scaling high-performing customer-facing teams.

• Strong communication, leadership, and stakeholder management skills.

Preferred

• Experience in CPaaS, CCaaS, Conversational AI, Contact Centre, Telecom, or SaaS environments.

• Exposure to chatbot, voicebot, AI, and automation technologies.

• Experience managing large enterprise portfolios and high-value customer relationships.

• Experience driving customer adoption, renewals, and expansion in a B2B SaaS organization.

• Experience establishing TAM processes, operating rhythms, and success metrics.