Technical Account Manager V

The Technical Account Manager (TAM) serves as the primary post-sales technical point of accountability for assigned customers, operating at both the account and strategic portfolio level. The TAM acts as a trusted technical advisor and coordinator-responsible for understanding customer environments, proactively managing technical health, and aligning IGT support, engineering, and delivery execution with customer business and operational goals.

The role does not perform hands-on delivery or day-to-day support execution, but is accountable for orchestration, communication, escalation management, and overall customer confidence. TAM 5 operates across highly complex, multi-site or enterprise-scale environments and engages technical and executive stakeholders to ensure long-term stability, scalability, and value realization.

• Acts as the senior technical authority for strategic, high-risk, or enterprise customer accounts
• Owns complex, multi-site, multi-platform environments
• Serves as an escalation point for systemic or cross-domain technical issues
• Identifies recurring technical patterns and drives cross-functional improvements across Support, Engineering, and Product
• Mentors and develops Level 3-4 TAMs, establishing best practices for engagement and escalation management
• Influences customer technical strategy and internal execution at a portfolio level

• Serve as the primary technical liaison for assigned customers
• Build trusted relationships with technical and executive stakeholders
• Maintain deep understanding of customer environments, architecture, and operational posture
• Own technical accountability, communication, and coordination for all customer-facing activities
• Responsible for orchestration, not execution, and does not replace Support, Project Management, or Sales

• Lead recurring technical reviews focused on system health, risks, and upcoming changes
• Identify degradation trends, systemic risks, and improvement opportunities
• Align customer technical roadmaps with IGT platform evolution
• Prepare customers for upgrades, patches, and platform changes
• Drive proactive strategies to reduce incidents and improve stability

• Own customer communication during incidents and escalations
• Coordinate resolution across internal technical teams
• Ensure proper tracking, follow-up, and remediation of issues
• Drive root cause visibility and long-term resolution strategies
• Escalate patterns or systemic issues impacting multiple customers or products

• Act as the primary bridge between customers and internal organizations
• Align Support, Engineering, Delivery, and Product teams with customer needs
• Partner with Sales for technical alignment (non-quota carrying)
• Drive structured feedback into Product Management and Engineering
• Influence roadmap discussions based on customer impact and trends

• Identify customer knowledge gaps and coordinate training efforts
• Maintain detailed account plans and technical documentation
• Deliver technical briefings, presentations, and updates to stakeholders
• Ensure documentation supports audit readiness and operational transparency

• Customer satisfaction, confidence, and retention
• Measurable reduction in escalations and incident impact
• Improved alignment between customer expectations and delivery execution
• Identification and resolution of systemic technical issues
• Contribution to improved product stability and operational outcomes

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• Significant experience in customer-facing technical roles (TAM, SE, Systems Engineering)
• Deep understanding of enterprise software, infrastructure, and IT operations
• Experience managing large-scale or complex customer environments
• Strong executive communication, organizational, and leadership skills

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership