Technical Account Manager

Responsibilities

• The Technical Account Manager is a key technical advisor and solution designer during the project implementation and maintenance of his accounts.
• You will work closely with the sales teams to understand customer requirements, deliver and align technical capabilities with business together with our Tech Ops experts.
• As representative of the Tech Ops team you will work cloud operations, deployment and SaaS development teams across all levels to resolve complex challenges.
• You will be responsible to ensure n-1 release compliance across all customers, collaborate and own the deployment and upgrade schedule with the Tech Ops Teams.
• You will collaborate with the project delivery and sales organization to ensure timely customer deployments while aligning technical capabilities and standardization of our SaaS solutions.
• You will align and schedule resources according to customer requests and internal prioritization.
• You will maintain version history and planning for Cloud Customer installation and upgrades.
• You will track time spent on service requests, installations, and customer support to report to stakeholders.
• You will support project organizations in submitting completeness of requests for services.
• You will ensure team members are aware of scheduled items and are able to complete them as planned.

• You have experience in project management, capacity planning, and task scheduling.
• You have experience working with Jira and Service Now.
• You are an expert understanding of containerization, AWS, AZURE and SaaS.
• You are an expertise in regulated environments i.e. GMP.
• You have strong understanding of API and background in software integrations.
• You have preferred knowledge and experience with MES and/or PAS-X.
• You can coordinate projects across various levels.
• You are collaborative and inclusion driven team player.
• You have experience working with global teams across various time zones.
• You have experience with knowledge management.
• You have good understanding of software release processes and SaaS deployments.
• You have expert IT knowledge required (Linux, TCP/IP, VPN, Routing, Firewall).

Demonstrates expertise in project management, capacity planning, and task scheduling while ensuring compliance in regulated environments. Proficient in coordinating technical deployments and upgrades in SaaS solutions, with a strong focus on collaboration and resource alignment.

• Jira
• Service Now