Technical Account Manager

Technical Account Manager Strategic Accounts

Mission

Own the post-sales success of our largest banking clients. Drive outcomes across reliability, adoption, and expansion by orchestrating Zafin + customer teams, turning roadmap and runbooks into measurable value.

What youll do

• Act as single-threaded owner for strategic customers across success plan, QBRs/EBRs, and executive comms.
• Translate business goals into a success plan with milestones, risks, and value metrics.
• Proactively manage incidents/changes with Cloud Ops/SRE; lead comms and post-incident follow-through.
• Orchestrate releases and performance testing windows; ensure runbook readiness and rollback clarity.
• Contribute to expansion opportunities.
• Build a predictable operating rhythm: weekly checkpoints, monthly health, quarterly QBRs.
• Maintain clear documentation in Jira/Confluence.

Responsibilities

• Account ownership & governance
• Own named enterprise accounts end-to-end: success plan, risk register, comms cadence (weekly checkpoints, monthly health reviews, quarterly QBRs/EBRs).
• Establish executive relationships and align on outcomes, SLAs/SLOs, and change windows.
• Incident & problem management (reactive + preventative)
• Serve as the client-facing incident lead during P1/P2 events: open/maintain comms bridge, publish status updates, and drive action owners.
• Ensure blameless postmortems are completed, actions tracked to closure, and runbooks updated; surface recurring themes into Problem Management.
• Change, release & deployment orchestration
• Coordinate release calendars with customer change control; verify runbook readiness, rollback plans, and test scope.
• Facilitate go/no-go, ensure evidence links (tickets, changes, runbooks) for auditability (SOC 2).
• Adoption & value realization
• Build and execute success plans with measurable value metrics (e.g., MTTR, performance SLAs ).
• Support expansion opportunities and partner with Sales and Customer Enablement teams.
• Technical program leadership
• Translate reliability risks into actions with Cloud Ops/SRE/Support.
• Validate readiness for top failure modes; run drills/game-days for high-risk scenarios with the customer.
• Stakeholder communication & reporting
• Produce exec-ready communications: incident summaries, release readouts, monthly service reports with trend analysis and next actions.
• Maintain hygiene in Jira/Confluence (tickets, documentations, risks, actions, runbook links).
• Risk & compliance
• Map customer-facing operations to internal controls; ensure evidence is captured (tickets/changes/RCAs) and accessible for audits.
• Tooling & process improvement
• Champion on-call hygiene (PagerDuty), status page quality, and KB/runbook improvements based on real usage.

What youll bring

• 710 years in Enterprise TAM/SDM/CSM/Consulting for SaaS or platforms; banking or FinServ experience.
• Executive presence; crisp written comms for executive stakeholders.
• Fluency working with Cloud/SRE teams (Azure, networking, identity, observability basics).
• Strong program management: risk registers, RAID logs, playbooks, and runbook literacy.
• Tools: Jira/Confluence, Statuspage, PagerDuty.