Technical Account Manager

Responsive; Bengaluru; Hybrid; INR 1,800,000 - 2,800,000; Full time

Job summary

Responsive, the leader in Strategic Response Management, is seeking a Technical Account Manager in Premium Support. You will be the named technical partner for a small portfolio of enterprise customers and report to the Head of Premium Support.

You will keep deployments healthy and clearly explain technical matters from admins to senior sponsors. You will collaborate with Customer Success, Support, Engineering and Product, run onboarding and health checks, and lead quarterly business reviews.

Qualifications

• 8+ years in a customer-facing technical role in B2B SaaS.
• Strong written and spoken English; ability to explain technical topics to both technical and business audiences.
• Experience handling escalations with enterprise customers while preserving relationships.
• Familiar with AWS, Google Cloud or Microsoft Azure, SQL/NoSQL databases, and integration tools.

Responsibilities

• Own the technical relationship for Premium accounts; be the named technical contact.
• Run onboarding and maintain technical profiles and escalation matrices.
• Lead technical syncs and monthly service reviews; prepare quarterly business review materials.
• Communicate updates clearly to customers and stakeholders with a plain-language approach.
• Diagnose problems using logs, API responses, and reproduction steps; write clear escalation briefs.
• Monitor health checks on configuration, provisioning, and integrations; coordinate across teams.

Skills

English fluency

Cloud platforms

SQL/NoSQL

Troubleshooting

Escalation mgmt

Education

Engineering/CS degree

Tools

Salesforce

Microsoft 365

APIs

Job description

Responsive is the leader in Strategic Response Management. Its AI-driven platform is trusted by more than 2,000 companies, including over 25 of the Fortune 100, to answer RFPs, RFIs, DDQs, security questionnaires and other buyer questions faster. The company reports more than $1 trillion in opportunities managed on the platform, and its AI agents now support teams across the pursuit lifecycle. The product range includes Response Projects, Requirements Analysis, LookUp, Trust Center and Request Projects, with native integrations to tools such as Salesforce and Microsoft 365.

For many of our enterprise customers, Responsive sits in the middle of revenue-critical deadlines. As a Technical Account Manager in Premium Support, you will be the named technical partner for a small portfolio of these customers and report to the Head of Premium Support. You will keep their deployments healthy and well configured, make sure every issue has one accountable owner from first report to resolution, and explain technical matters clearly to people ranging from system administrators to senior business sponsors. You will speak with customers every day and work closely with Customer Success, Support, Engineering and Product.

Responsibilities

Own the technical relationship

• Act as the named technical contact for 4 to 6 Premium accounts. Build trust with administrators, IT and security teams, and proposal operations leaders.
• Run the technical onboarding for each Premium account and maintain its technical profile and escalation matrix.
• Hold regular technical syncs and monthly service reviews with customers, and prepare and present the technical section of quarterly business reviews with the CSM & AM/CAE.

Communicate clearly with customers and stakeholders

• Give timely written and verbal updates on cases and escalations at the agreed rhythm, in plain language suited to the audience.
• Set honest expectations in alignment with Engineering: say what is known, what is not yet known, the next step and when the customer will hear from you.
• Prepare and lead customer calls and workshops with a clear agenda, record actions and send follow-ups within one business day.
• Handle frustrated stakeholders calmly, and engage the relevant stakeholders proactively when a relationship is at risk.

Manage the portfolio and cross-team work

• Prioritise across your accounts by severity, customer deadlines and business impact. Keep the account tracker, risks and open actions current.
• Monitor the Premium queue, check severity, and engage the right expertise in Support, Engineering, Product and Professional Services. Keep one clear thread of status for each case.
• Diagnose problems using logs, API responses and reproduction steps before escalating. Write escalation briefs for Engineering with evidence, business impact and deadline, and track each to closure.
• Run scheduled health checks on configuration, identity and provisioning, integrations, content library governance and AI features. Document findings and follow actions to completion.
• Assess the impact of upcoming releases on each account and brief customers ahead of time.
• Deliver enablement sessions and written guidance on best practices.

Improve the product and the process

• Analyse ticket patterns and open problem records for recurring issues.
• Submit structured product feedback with account impact and evidence, and close the loop with customers.
• Write runbooks, playbooks and articles. Share learning with peers.

Support the commercial relationship

• Flag renewal risk and expansion signals to the account manager, and provide technical input for renewals and security or architecture reviews.

Requirements

• 8+ years of experience, including at least 4+ years in a customer-facing technical role in B2B SaaS. Suitable backgrounds include technical account management, L2 or L3 support engineering, solution consulting and customer-success engineering.
• Strong written and spoken English. You can write a clear customer update and lead a call with both technical and business audiences.
• Experience handling escalations and difficult conversations with enterprise customers while keeping the relationship intact.
• Able to manage several accounts and competing priorities at once, with reliable follow-through and tidy records.
• Familiarity with major cloud platforms such as AWS, Google Cloud, or Microsoft Azure, as well as SQL/NoSQL databases, vector stores for AI agents, agentic data architectures, and retrieval systems.
• Adept at technical troubleshooting and root cause analysis using application logs, API responses, developer tools, and diagnostic workflows to resolve complex enterprise platform issues.
• Working familiarity with SSO and provisioning standards (SAML 2.0, OpenID Connect, SCIM) and identity providers such as Okta or Microsoft Entra ID.
• Familiarity with enterprise integrations, for example Salesforce, Microsoft Dynamics or Microsoft 365.
• Degree in engineering, computer science or IT, or equivalent experience.

Preferred

• Experience with enterprise customers in financial services, healthcare, technology or telecoms.
• Experience with RFP, proposal, content-management, knowledge-management or GRC platforms.
• Deep functional understanding of GenAI/LLM architectures and frameworks (such as RAG, vector databases, and orchestrators like LangChain/LlamaIndex) from a Technical Account Manager perspective—focusing on system capabilities, troubleshooting data flow, evaluating retrieval accuracy, and guiding enterprise customers on best practices.
• Familiarity with incident and problem management (ITIL concepts). Certifications such as ITIL 4, a CRM administrator credential or an identity provider credential are a plus.
• Experience working across time zones especially with US customers.

Behaviours

• Communication: concise, accurate and calm, in writing and on calls.
• Customer focus: understands what the customer's deadline means to their business.
• Ownership: stays with a problem until the customer confirms it is solved.
• Composure and prioritisation under time pressure.
• Influence without authority across Support, Engineering and Product.
• Curiosity and evidence-based reasoning.
• Teamwork: acts as a strong team player, supporting colleagues and contributing positively to team culture.