**Job Title: Lead Technical Account Manager** **Overview:** The Lead Technical Account Manager (TAM) will manage a team of Technical Account Managers, ensuring the successful delivery of technical support and strategic solutions to our customers. This role will encompass project management, quality control, and training responsibilities, driving team performance and customer satisfaction while fostering continuous improvement in service delivery. · Provide ongoing guidance and support to TAM members, fostering a culture of collaboration and empowerment to drive success. · Conducting regular quality audits to ensure adherence to established standards and continuous improvement. · Developing and implementing comprehensive training programs to bridge knowledge gaps and enhance team capabilities. · Fostering a culture of learning, providing resources and support for both technical and non-technical skill development. **Key Responsibilities Include:** · **Team Leadership and Management:** o Oversee a team of Technical Account Managers, providing guidance, mentorship, and support to enhance individual and team performance. o Conduct regular one-on-one meetings with TAMs to discuss performance, address challenges, and provide constructive feedback. · **Customer Engagement and Support:** o Serve as the primary point of contact for escalated customer issues, providing technical and business context to internal teams to resolve customer configurations. o Relay the impact of system issues or outages to customers, ensuring timely communication and follow-up. · **Project Management:** o Manage the overall program of technical projects for strategic customers, ensuring alignment with client objectives and adherence to established methodologies. o Collaborate with Product and Support teams to create customer-specific rollout plans for product updates and new releases. · **Quality Control:** o Implement quality assurance processes to monitor the effectiveness of TAM interactions and technical solutions. o Conduct regular audits of customer interactions and documentation to ensure compliance with quality standards. · **Training and Development:** o Conduct comprehensive training needs assessments to identify skill gaps within the team and develop targeted training programs. o Deliver onboarding and ongoing training sessions for TAMs, ensuring they are equipped to effectively support customers and utilize technical tools. o Utilize diverse training methods, including simulations and hands-on exercises, to enhance learning outcomes. o Develop and deliver effective training programs for internal teams, ensuring training sessions are interactive, engaging, and relevant to participants' roles. o Create training materials and conduct in-person and virtual training sessions. o Assess training needs and measure training effectiveness, providing insights for continuous improvement. o Manage end-to-end new hire training for new associates, sharing batch reports and regular updates on training progress with stakeholders. o Manage knowledge interventions, including refresher training sessions and administering process knowledge tests. o Facilitate Performance Improvement Plan (PIP) trainings for associates identified as having performance issues.’ o Utilize diverse training methods, such as role-playing, simulations, and group activities, to enhance learning outcomes. · **Technical Solutions and Optimization:** o Advise customers on improving their product utilization to drive additional business value from LiveRamp’s product suite based on predefined workflows. o Design and execute technical tests to measure the value derived from the LiveRamp platform and assess the impact of core product changes on customer workflows. · **Documentation and Knowledge Management:** o Maintain comprehensive internal technical documentation for customers and provide regular updates to ensure accuracy and relevance. o Share best practices and lessons learned across the team to foster a culture of knowledge sharing. · **Reporting and Analysis:** o Provide weekly reports on team performance metrics, customer satisfaction levels, and quality control findings. o Analyse customer data and provide insights on cost-to-serve elements, helping to define improvement plans. · **Continuous Improvement:** o Identify areas for process improvement and implement changes to enhance team efficiency and effectiveness. o Celebrate team wins and individual achievements to maintain morale and momentum. **Experience:** · 7+ years of experience in a technical account management role, preferably in a SaaS environment. · Proven track record of managing technical projects and leading high-performing teams. **Skills Required:** · **Soft Skills:** o C1 level language proficiency on the CEFR Scale, excellent communication and presentation skills. o Strong analytical and problem-solving capabilities, with a focus on customer-centric solutions. · **Technical Skills:** o Mandatory: Proficiency in SQL, Salesforce (SFDC), Jira, and Rails database; familiarity with BigQuery and cloud environments (e.g., GCP). o Knowledge of command line, SFTP, Linux, and experience with data handling and QA processes. o Preferred: Extensive knowledge of the advertising technology ecosystem, including campaign management, SSP/DSP, and ad servers. · **Project Management:** o Strong project management skills, with experience in managing multiple projects simultaneously and driving accountability. · **Data Analysis:** o Proficient in data analysis tools, such as MS Excel, Google Sheets, Tableau, and Power BI. **Education:** Bachelor’s or Masters in Computer Science or a related field. **Working Hours:** 4:00 PM IST to 2 AM IST – Work from Office mandatory **Location:** Hyderabad \#LI-VS5 Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.