Senior Technical Account Advisor (TAM)
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Protocol Intelligence
Data-driven signals on your job's competitivenessMetro location and known brand increase competition, but seniority and niche supply-chain TAM reduce applicant density.
Requires 13–16 years in supply-chain domain and SaaS/TAM experience, so industry-specific and less transferable.
Explicit 13–16 years overall experience plus domain and TAM experience make filters highly selective.
Job Description
Structured overview of role & requirementsAbout This Role
Own a portfolio of enterprise customers ensuring system health, SLA compliance, and conducting regular review meetings.
Manage customer escalations and develop/drive remediation plans to closure, balancing customer expectations with delivery realities.
Collaborate with sales and internal teams to identify upsell opportunities, support renewals, and enhance customer adoption of SaaS solutions.
Minimum Requirements
Bachelor's degree.
13 to 16 years of experience in supply chain domain and related technologies.
Minimum 2 years experience in Technical Account Advisor or similar customer support/account management role.
Experience with SaaS technology landscape and knowledge in Retail, Supply Chain or Logistics.
Ideal Candidate Profile
Experienced in managing critical customer issues including escalation to senior management within a SaaS or technology service environment.
Strong consultative, project management, and analytical skills with the ability to work across global teams and time zones.
Familiar with service management frameworks like ITIL and capable of mentoring junior team members on TAM responsibilities.