Note: The job is a remote job and is open to candidates in USA. Zycus is seeking a Technical Account Manager to support high-value enterprise customers through its U.S. Support Delivery organization. The role owns customer relationships, complex case resolution, escalations, release readiness, account health, technical risk management, and proactive service improvement across enterprise SaaS environments.
Responsibilities
- 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
- 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
- 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
Skills
- 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)
- 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
- 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
Benefits
- 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.
Company Overview