Technical Account Manager (TAM) - Plano, Texas

Role Overview

The Technical Account Manager (TAM) provides a strategic technical advocate and advisor for the Customer across its Nile deployment. The TAM focuses on operator readiness, adoption, and ongoing satisfaction, ensuring that the Customer realizes the intended business and operational outcomes from the Nile platform.

Responsibilities

• Own and manage all required third-party tool and service integrations
• Plan and execute migration from the existing network and associated infrastructure to Nile
• Operate and manage the end-user Help Desk
• Manage and coordinate support for all third-party infrastructure tools and services
• Designate a primary empowered point of contact (POC) for all project and service management, communications, and escalations
• Nominate operator and engineering stakeholders for readiness planning and training
• Ensure participation of appropriate personnel in training, health reviews, and roadmap sessions
• Provide feedback on service experience, training effectiveness, and feature requirements
• Collaborate in defining and tracking success metrics (for example, incident trends, operator satisfaction)
• TAM leads or participates in quarterly or semi-annual service reviews, as agreed
• TAM maintains an agreed set of KPIs/OKRs related to Customer outcomes (for example, time-to-resolution trends, training coverage, feature adoption)