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Technical Project Manager - Enterprise Support.

Position Summary

The TPM is a strategic customer-facing role within the Support organization
responsible for managing a portfolio of 10-12 , customer-facing role within the
Support organization, responsible for managing a portfolio of 10-12 large
enterprise accounts. Acting as the primary post-sales technical advocate, the
TPM customers achieve maximum value from the platform through proactive
engagement, issue management, product adoption, and executive-level
communication.

The Support TPM serves as the bridge between customers and internal teams,
including Support, Engineering, Product Management, Operations, and Sales,
driving customer success, reducing risk, improving retention, and ensuring
timely resolution of technical and operational challenges.

Key Responsibilities

Customer Relationship & Success Management

Manage and nurture relationships with 10-12 assigned enterprise customers.





* Serve as the trusted advisor and primary escalation point for customer
concerns.
* Develop and execute customer success plans focused on retention and value
realization.
Monitor customer health, satisfaction, and engagement to identify risks and
opportunities.

Technical Oversight

Understand customer environments, business objectives, infrastructure, and use
cases.

* Lead Weekly Status Reviews (WSRs), Monthly Business Reviews (MBRs), and
Quarterly Business Reviews (QBRs).
* Provide guidance on best practices, integrations, and platform usage
optimization.

Escalation & Incident Management

* Drive resolution of critical support escalations, high-priority incidents,
and long-pending issues
* Coordinate cross-functional teams, including Support, Engineering, QA,
Product Management, and Operations.
* Ensure timely communication, stakeholder alignment, and adherence to
resolution timelines.
Facilit

📌 Technical Project Manager (Pune)
🏢 Qualys
📍 Pune