The Senior Manager, Technical Account Management will lead and scale Prisma’s India based TAM function, ensuring operational excellence, solid client relationships, and measurable performance against defined KPIs and SLAs.

This role serves as:

• A senior escalation point for client technical matters

• A strategic partner to Product and Engineering

• A leader and mentor to the India TAM team

• A key liaison to the Resident Support team, ensuring alignment on product updates, enhancements, feature releases, and training initiatives

The ideal candidate brings strong technical acumen, operational leadership experience, a customer-first mindset, and the ability to drive accountability through metrics and process rigor.

Responsibilities

Team Leadership and Performance Management: Lead, coach, and develop the India-based TAM team. Drive accountability against SLA adherence, escalation prevention, testing standards, documentation accuracy, backlog management, and client satisfaction metrics.

Client Liaison and Escalation Management:



Serve as the senior technical escalation point, ensuring timely resolution of complex client issues while proactively reducing preventable escalations and maintaining high client satisfaction.

Ticketing and CRM Governance: Oversee utilization of our ticketing platform and CRM to effectively manage customer inquiries, enforce SLA compliance, ensure documentation accuracy, and maintain data integrity.

Enhancement Request Oversight: Manage the full lifecycle of customer enhancement requests from requirement gathering through deployment, ensuring structured communication and alignment with Product.

Continuous Improvement and Product Advocacy: Identify systemic improvements across workflows, products, and processes. Champion client feedback internally to influence roadmap and service delivery enhancements.

Testing and Quality Assurance Leadership: Oversee structured testing of product releases and enhancements to ensure quality, functio

📌 Senior Manager (India)
🏢 Priority IDC Private
📍 India