Enterprise Cloud TAM — Health & Support Lead

Tata Consultancy Services; San Francisco (CA); On-site; USD 130,000 - 160,000; Full time

Job summary

Tata Consultancy Services is hiring a post-sales technical advisor (TAM) for a portfolio of enterprise cloud accounts in San Francisco. You will be the main contact for reactive services, owning platform health, customer sentiment, and resolution pathways across time zones.

The role requires 8+ years in customer-facing cloud roles, strong GCP knowledge, and certifications. You will lead reviews, RCA walks, and quarterly CSAT initiatives while coordinating with support, product, and engineering

Qualifications

• 8+ years in a customer-facing technical role with cloud implementations, adoption, or transformation
• GCP across compute, storage, networking, IAM, and billing, with ability to interpret degradation causes
• Experience in cloud operations, support, or escalation management with rapid response for critical incidents
• Google Associate Cloud Engineer and Google Workspace Administrator certifications
• Ability to lead weekly reviews and engage enterprise stakeholders
• Understanding of order management, provisioning, invoicing, and SLA reconciliation including BigQuery billing analysis
• Comfort using Slack/Teams/WeChat for customer communications
• Strong written and spoken English with executive stakeholders
• Bachelor’s degree in CS/Eng or related technical field

Responsibilities

• Act as the single point of contact between customer, account reps, support, and product engineering
• Provide around-the-clock coverage to manage sentiment and engagement for P1 cases until mitigation
• Diagnose and troubleshoot issues with customer and support engineer to expedite resolution
• Produce RCA with customers and walk them through it
• Oversee cases, nurture open items, and accelerate closure with support and specialists
• Lead weekly technical and billing case reviews and drive improvements
• Provide event management support during critical customer events
• Support capacity operations and advocate for the account
• Handle Level 1 ad-hoc questions and provide technical recommendations
• Triage order management, provisioning, billing disputes, and SLA reconciliation
• Own portfolio health, provide proactive guidance, drive optimization and best practices
• Influence CSAT and CES through quarterly actions
• Support renewal outcomes by keeping engagement healthy and visible
• Develop account intelligence and share insights, using AI analytics where available

Skills

Customer-facing

Cloud engineering

GCP knowledge

English communication

Stakeholder management

Education

Bachelors degree in CS/Engineering

Tools

Slack

Teams

WeChat

Job description

Tata Consultancy Services is hiring a post-sales technical advisor (TAM) for a portfolio of enterprise cloud accounts in San Francisco. You will be the main contact for reactive services, owning platform health, customer sentiment, and resolution pathways across time zones.

The role requires 8+ years in customer-facing cloud roles, strong GCP knowledge, and certifications. You will lead reviews, RCA walks, and quarterly CSAT initiatives while coordinating with support, product, and engineering