Technical Account Manager

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 looking for Technical Account Manager. The Technical Account Manager is the named technical owner for a portfolio of high-value enterprise customers on our Gold, Platinum, and Strategic support tiers. This is a white-glove alternative to the standard self-service support model: proactive case management, architectural and operational guidance, and a single accountable point of contact who knows the customer’s environment, integrations, and business calendar. You will drive resolution of the most complex support cases — correctly classifying each as a defect, change request, service request, or enhancement — and hold the right internal teams aligned and accountable through closure. Equally important is the work that prevents cases: release readiness, adoption reviews, health monitoring, and technical risk management across the account lifecycle.

This role sits inside U.S. Support Delivery and operates in U.S. business hours, with participation in a follow-the-sun escalation rotation for severity-1 events.

What You Will Own

Customer Ownership & Trusted Advisory

• Serve as the named technical point of contact for a portfolio of enterprise accounts, maintaining current knowledge of each customer’s configuration, integrations, customizations, and business-critical processing windows.
• Own customer onboarding at two transition points: implementation to support, and Standard tier to Gold or Platinum.
• Build and maintain a Technical Success Plan per account — documented objectives, adoption targets, known technical risks, open items, and a rolling 90-day engagement plan.
• Translate product capability into customer business outcomes, and translate customer business goals into concrete technical actions.

Case Lifecycle & Escalation Management

• Hold end-to-end accountability for case lifecycle across the portfolio — intake, triage, classification, ownership assignment, progress cadence, and verified closure.
• Drive complex and cross-team cases by establishing clear ownership, next actions, and time-bound commitments with support, engineering, product, and cloud operations.
• Manage case and account escalations to closure: understand why the escalation was raised, establish objective exit criteria with the customer, and drive the extended team to meet them.
• Lead or facilitate Root Cause Analysis for qualifying incidents, ensuring the causal chain is evidenced and corrective and preventive actions are owned, dated, and tracked to completion.
• Serve as incident commander or customer communications lead during severity-1 events affecting your accounts.
• Run a structured cadence of weekly operational syncs, monthly service reviews, and quarterly business reviews, each anchored on data rather than narrative.
• Monitor account health signals — case volume and mix, recurring defects, SLA trend, integration error rates, adoption, and open escalations — and act on adverse trends before they become escalations.
• Own release readiness for your accounts: impact assessment, regression risk, customer communication, upgrade sequencing, and hypercare through stabilization.
• Maintain a technical risk register per account and drive mitigation with named owners and dates.
• Support peak-period readiness — fiscal close, sourcing events, high-volume transaction windows — with capacity and configuration review ahead of the event.

Internal Advocacy & Continuous Improvement

• Represent the customer’s technical needs to product and engineering with evidence: reproduction detail, business impact, affected volume, and workaround status.
• Convert recurring case patterns into product feedback, knowledge base content, and self-service enablement that reduces future case volume.
• Contribute to the Premium Support playbook — runbooks, escalation criteria, review templates, and onboarding standards.
• Adopt and help mature AI-assisted support tooling for case deflection, RCA drafting, and health signal detection.

Core Competencies

• Customer-Centric Judgment: Builds trust with enterprise stakeholders from analyst to CIO; delivers on commitments and has the courage to break bad news early and clearly.
• Technical Acumen: Working command of SaaS and multi-tenant cloud architecture, APIs and integration patterns, SSO and identity, data flows, and performance troubleshooting — enough to hold a credible technical conversation without relying on engineering for every question.
• Case Management Discipline: Triages accurately, separates symptom from cause, and drives resolution across defect, enhancement, and service request paths without losing the thread on any of them.
• S2P / P2P Domain Knowledge: Understands source-to-pay and procure-to-pay workflows — sourcing, contracts, supplier management, requisition to invoice, and the ERP touchpoints on either side.
• Communication & Influence: Simplifies technical complexity for business audiences, writes clearly under pressure, and moves cross-functional teams without formal authority.
• Operating Under Pressure: Runs a severity-1 bridge and a hostile executive escalation with the same composure.
• Collaboration: Works effectively across support, product, engineering, cloud operations, professional services, and customer success.

Experience & Qualifications

Required

• 5–7 years in customer-facing technical roles — Technical Account Manager, Solutions Consultant, Technical Support Lead, or equivalent.
• 3+ years supporting mission-critical enterprise SaaS applications in production.
• Demonstrated ownership of complex, multi-team escalations through to customer-accepted closure.
• Hands-on experience with ERP systems (SAP, Oracle, Workday) and their integration patterns.
• Working proficiency with Salesforce Service Cloud, Jira, and comparable support and CRM platforms.
• Practical familiarity with APIs, integration middleware, log analysis, and SQL-level data investigation.
• Proven ability to run executive-level business reviews and produce written technical communication suitable for a customer audience.
• U.S. citizenship (see Eligibility & Work Authorization below).

Ideal

• Prior experience managing Fortune 100 or comparable global enterprise accounts.
• Familiarity with Zycus modules or a comparable S2P/P2P platform (Coupa, SAP Ariba, Ivalua, GEP, Jaggaer).
• Technical project management experience across cross-functional delivery teams.
• Exposure to AI-driven support tooling and predictive analytics in a service context.
• Experience supporting customers through platform upgrades and major release cycles.

Nice to Have

• Experience implementing generative or agentic AI solutions in customer support or customer success.
• Background in release management, change advisory, or site reliability practices.
• Familiarity with SOC 2, GDPR, and enterprise data-handling obligations in a support context.

What We Offer

• A strategic, high-visibility role in the Premium Support program with direct executive exposure.
• Direct engagement with top-tier global enterprise customers.
• Genuine influence on product roadmap and support strategy through a structured feedback path.
• A defined career path toward Senior TAM or Strategic Services leadership.
• A performance-oriented culture with clear measures and clear rewards.