Technical Account Manager

Profile Description

The Senior Technical Account Manager (TAM) at Lean Tech is a strategic and technically oriented role focused on driving client success, operational excellence, and the adoption of automation and AI-driven solutions. As a trusted partner to our U.S.-based clients, you will oversee delivery performance, lead solution implementation, and expand the technical maturity of each account. This role bridges business and technology; combining account leadership with hands-on ownership of solution deployment, optimization, and innovation.

Key Responsibilities

Client Strategy & Relationship Management

● Serve as the primary point of contact and trusted advisor for senior  client stakeholders, ensuring alignment between client goals and Lean Tech's capabilities.

● Foster long-term relationships that drive client satisfaction, retention, and account growth.

● Lead quarterly business reviews (QBRs) and ensure delivery excellence across active engagements.

Technical Ownership & Solution Deployment

● Own the implementation, deployment, and continuous optimization of automation, AI, and integration solutions for client operations.

● Partner with internal engineering, AI, and delivery teams to design and roll out customized solutions that enhance client efficiency and business value.

● Ensure seamless technical onboarding for new accounts and smooth transitions during expansion or scaling phases.

● Track and report on performance metrics (uptime, accuracy, automation ROI) post-deployment to guarantee impact realization.

Account Growth & Strategic Initiatives

● Identify opportunities for service expansion, automation integration, and AI solution adoption within existing accounts.

● Collaborate with Sales and Product teams to align client roadmaps with Lean Tech's AI and innovation strategy.

● Own account profitability (P&L) while ensuring delivery quality and client satisfaction.

Cross-Functional Leadership

● Lead cross-functional teams (Operations, Talent, Placement, Engineering, and AI Innovation) to deliver cohesive, high-value client experiences.

● Champion client needs internally, ensuring technical and operational teams are aligned to delivery goals.

● Drive collaboration across departments for solution design, proof-of-concept pilots, and implementation projects.

Performance, Risk & Continuous Improvement

● Establish and track key success metrics (SLAs, NPS, CSAT, delivery performance, and automation ROI).

● Anticipate risks, manage escalations, and resolve issues with a proactive, solutions-first mindset.

● Drive continuous improvement initiatives based on performance analytics and client feedback.

Enablement & Thought Leadership

● Train and enable clients to effectively use automation and AI solutions post-deployment.

● Create documentation, playbooks, and best practices to enhance client self-sufficiency.

● Mentor junior Account Managers and contribute to the evolution of Lean Tech's Account Management framework.

Required Skills & Qualifications

Technical & Business Skills

● Proven experience in technical account management, solution delivery, or customer success within a technology or outsourcing environment.

● Understanding and experience in software development lifecycle, software project management and tech industry knowledge in general.

● Strong understanding of automation platforms, AI applications, and systems integration within enterprise environments.

● Familiarity with CRM and project management tools (Salesforce, HubSpot, Jira, ClickUp) and BI tools (Power BI, Looker Studio).

● Knowledge of IT service frameworks (e.g., ITIL) and implementation best practices.

Soft Skills

● Exceptional communication, relationship management, and stakeholder engagement skills at C-level.

● Strategic mindset with strong commercial acumen and customer-centric orientation.

● Leadership skills to influence without direct authority and manage multi-functional teams effectively.

Education & Experience

● 5+ years in Account Management, Client Success, or Technical Program Management roles.

● Experience managing complex, high-value client portfolios in tech or outsourcing environments.

● Familiarity with RPA tools, AI-driven solutions, and cloud-based deployment environments.

● Certifications in Customer Success, Project Management (Scrum/Agile), or ITIL.

● Bachelor's degree in Business, IT, Engineering, or related field (Master's preferred).