Senior Technical Account Manager – Enterprise Support Lead

Zycus; Town of Texas (WI); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Executive exposure

Premium support program

Executive business reviews

Job summary

Zycus is seeking a Technical Account Manager to be the named technical owner for a portfolio of high-value enterprise customers on Gold, Platinum, and Strategic support tiers. You will drive complex case resolutions, provide architectural guidance, and serve as a trusted advisor across the account lifecycle.

The role operates within U.S. Support Delivery, with a follow-the-sun escalation rotation for severity-1 events and standard business hours alignment.

Qualifications

• 5–7 years in customer-facing technical roles
• 3+ years supporting enterprise SaaS applications in production
• Ownership of complex, multi-team escalations through to closure
• Hands-on experience with SAP, Oracle, Workday integrations
• Proficiency with Salesforce Service Cloud, Jira
• Familiarity with APIs, integration middleware, log analysis, and SQL-level data investigation
• Ability to communicate technically with customers in writing
• U.S. citizenship required for eligibility and work authorization

Responsibilities

• Be the named technical owner for a portfolio of enterprise accounts across Gold/Platinum/Strategic support tiers
• Own onboarding transitions and technical success planning per account
• Lead case lifecycle from intake to closure and coordinate cross-team actions
• Serve as incident commander during severity-1 events
• Conduct weekly operational syncs, monthly service reviews, and quarterly business reviews
• Monitor health signals and drive mitigations before escalations
• Provide product feedback and contribute to premium support playbooks

Skills

Customer-facing

SaaS

SQL

APIs

CRM platforms

Executive communication

Tools

Salesforce Service Cloud

Jira

ERP systems

Job description

Zycus is seeking a Technical Account Manager to be the named technical owner for a portfolio of high-value enterprise customers on Gold, Platinum, and Strategic support tiers. You will drive complex case resolutions, provide architectural guidance, and serve as a trusted advisor across the account lifecycle.

The role operates within U.S. Support Delivery, with a follow-the-sun escalation rotation for severity-1 events and standard business hours alignment.