We are seeking a highly skilled Senior Technical Account Manager to join our Premium Support Organisation. As a Senior Technical Account Manager (TAM) within Zycus’ Premium Support organization, you will serve as the designated technical liaison for a portfolio of high-value enterprise customers. This is a white-glove alternative to the standard self-service support model, offering proactive case management, strategic guidance, and personalized engagement. You will drive resolution of support cases by identifying their nature—defect, change request, service request, or enhancement—and ensuring the right internal teams are aligned and accountable.
Key Responsibilities Deliver a premium support experience for Gold and Platinum tier customers. Own  customer onboarding during transition from Standard to Gold or Platinum and from implementation to support. Own  and-to-end case lifecycle management, ensuring timely and accurate resolution. Act as  a trusted advisor, aligning Zycus product capabilities with customer  business goals. Facilitate  proactive engagement through weekly, monthly, and quarterly operational   reviews, health monitoring, release planning, and adoption reviews. Advocate for customer needs across product, engineering, and support teams. Proactively  manage case and account escalations to closure by understanding the reason      for escalation, establishing objective success criteria to exit the  escalation, and driving the extended team through closure.Key KPIs Case resolution time (by severity level) CSAT and NPS scores for managed accounts TAM-led RCA completion rate Adoption and value realization metrics TAM-facilitated release readiness and hypercare success SLA  adherence and escalation handlingCore Competencies Customer-Centric  Mindset: Ability to empathize and build trust with enterprise  stakeholders, ability to deliver on promises and courage to break bad news  early. Technical  Acumen: Deep understanding of SaaS architecture, APIs, integrations, and cloud platforms. Case  Management Expertise: Skilled in triaging, problem solving, and      driving resolution across defect, enhancement, and service request types. S2P/P2P  Domain Knowledge: Familiarity with procurement workflows, supplier management, and transactional processes. Communication  & Influence: Able to simplify technical concepts and influence cross-functional teams. Collaboration:  Effective in working across support, product, engineering, and customer  success.