Position Summary The Technical Project / Account Manager (TPM/TAM) serves as the primary trusted advisor and operational owner for assigned customer accounts throughout their post-sales lifecycle. In this hybrid role, you will be the single point of contact for customer engagements, overseeing technical deployments, managing account health, coordinating ongoing support escalations, and driving product feature requests.

You will act as the crucial bridge between the customer and internal teams—including Engineering, Technical Support, Product Management, and Sales—ensuring seamless execution of technical deployments and high customer satisfaction.

Key Responsibilities

Customer Relationship Management

- Single Point of Contact: Serve as the primary liaison for customer technical leaders, project sponsors, and operational teams.
- Cadence & Governance: Establish regular operational reviews (weekly/bi-weekly project syncs) and Executive/Quarterly Business Reviews (QBRs).
- Account Health & Retention: Monitor overall account health, track customer satisfaction, and proactively identify risks to deployment timelines or account renewals.
- Strategic Alignment: Build deep relationships across customer organizations to align technical execution with strategic business goals.

Deployment & Project Management

- End-to-End Delivery: Own the execution of onboarding, technical deployments, and infrastructure integrations from post-sales handoff through production launch.
- Project Governance: Develop detailed project plans, scope definitions, timelines, milestone tracking, and risk mitigation strategies.
- Accountability & Schedules: Drive customer accountability to deployment schedules, ensuring prerequisites and tasks are completed on time.
- Status Reporting: Produce concise status reports, executive summaries, and dashboards for internal and customer leadership.

Technical Support & Escalation Management





- Queue & SLA Oversight: Monitor support ticket queues for assigned accounts, ensuring strict SLA compliance and rapid issue resolution.
- Escalation Point: Act as the direct escalation point for urgent operational outages, high-priority bugs, and complex technical blockers.
- Incident Resolution & RCAs: Coordinate response efforts across Tier 2/3 Technical Support and Engineering, ensuring proactive communication and timely Root Cause Analyses (RCAs).

Product Advocacy & Feature Requests

- Voice of the Customer: Gather customer feedback, user stories, and technical requirements during deployments and business operations.
- Product Management Liaison: Document and prioritize feature requests, translating customer needs into actionable requirements for Product Management.
- Roadmap Transparency: Track feature request progress within internal roadmaps and provide proactive updates and release notes to customer stakeholders.

Cross-Functional Collaboration

- Resource Alignment: Mobilize internal cross-functional resources (Solutions Engineering, Product Development, DevOps, Support) to unblock customer tasks.
- Commercial Growth: Partner with Account Executives and Sales teams to identify expansion opportunities based on customer deployment velocity and infrastructure needs.
- Process & Playbooks: Contribute to internal process improvement, deployment templates, and playbooks to scale the TAM/TPM function.

Qualifications & Requirements

Experience & Background

- 5+ Years Experience:



Demonstrated success in a customer-facing technical delivery role (e.g., Technical Account Manager, Technical Project Manager, Customer Success Engineer, or Implementation Lead).
- Technical Delivery: Proven track record of managing enterprise software, cloud deployments, technical implementations, and complex projects.
- Domain Knowledge: Technical familiarity with cloud infrastructure, SaaS architectures, API integrations, and enterprise IT deployment workflows.

Skills & Competencies

- Project Management: Strong methodology background (Agile, Waterfall, or Hybrid) with hands-on proficiency in tools like Jira, Confluence, Asana, or MS Project.
- Problem Solving: Ability to translate complex technical challenges into transparent operational action plans for non-technical stakeholders.
- Communication: Exceptional written and verbal communication skills; adept at presenting to C-level executives as well as engineering leads.
- Relationship Management: High emotional intelligence, assertiveness, and diplomacy in managing customer expectations and resolving escalations under pressure.

Education & Certifications

- Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Administration, or equivalent practical experience.
- Preferred Certifications: PMP, CAPM, Certified ScrumMaster (CSM), ITIL, or Cloud Platform Certifications (AWS, GCP, Azure).

Key Performance Indicators (KPIs)

- Deployment Velocity: Percentage of customer deployments launched on time and within agreed scope.
- Account Retention & NRR: Gross and Net Retention Rates (GRR/NRR) across assigned account portfolio.
- Customer Satisfaction: CSAT / NPS scores for post-onboarding transitions and ongoing relationship management.
- Escalation MTTR: Mean Time to Resolution on critical customer escalations and high-priority support tickets.

📌 Project Manager (Sydney)
🏢 Rafay(Asia) Pte.
📍 Sydney