About the role Responsive is the leader in Strategic Response Management. Its AI-driven platform is trusted by more than 2,000 companies, including over 25 of the Fortune 100, to answer RFPs, RFIs, DDQs, security questionnaires and other buyer questions faster. The company reports more than $1 trillion in opportunities managed on the platform, and its AI agents now support teams across the pursuit lifecycle. The product range includes Response Projects, Requirements Analysis, LookUp, Trust Center and Request Projects, with native integrations to tools such as Salesforce and Microsoft 365.
As a Technical Account Manager in Premium Support, you will be the named technical partner for a small portfolio of these customers and report to the Head of Premium Support. You will keep their deployments healthy and well configured, make sure every issue has one accountable owner from first report to resolution, and explain technical matters clearly to people ranging from system administrators to senior business sponsors. You will speak with customers every day and work closely with Customer Success, Support, Engineering and Product.
Act as the named technical contact for 4 to 6 Premium accounts. Build trust with administrators, IT and security teams, and proposal operations leaders.
Run the technical onboarding for each Premium account and maintain its technical profile and escalation matrix.
Hold regular technical syncs and monthly service reviews with customers, and prepare and present the technical section of quarterly business reviews with the CSM & AM/CAE.
Give timely written and verbal updates on cases and escalations at the agreed rhythm, in plain language suited to the audience.
Prepare and lead customer calls and workshops with a clear agenda, record actions and send follow-ups within one business day.
Handle frustrated stakeholders calmly,



and engage the relevant stakeholders proactively when a relationship is at risk.
Prioritise across your accounts by severity, customer deadlines and business impact. Keep the account tracker, risks and open actions current.
Monitor the Premium queue, check severity, and engage the right expertise in Support, Engineering, Product and Professional Services. Keep deployments healthy
Run scheduled health checks on configuration, identity and provisioning, integrations, content library governance and AI features. Assess the impact of upcoming releases on each account and brief customers ahead of time.
Submit structured product feedback with account impact and evidence, and close the loop with customers.
Support the commercial relationship
~ Flag renewal risk and expansion signals to the account manager, and provide technical input for renewals and security or architecture reviews.

8+ years of experience, including at least 4+ years in a customer-facing technical role in B2B SaaS. Suitable backgrounds include technical account management, L2 or L3 support engineering, solution consulting and customer-success engineering.

- Solid written and spoken English. You can write a clear customer update and lead a call with both technical and business audiences.
- Experience handling escalations and difficult conversations with enterprise customers while keeping the relationship intact.
- Able to manage several accounts and competing priorities at once,



with reliable follow-through and tidy records.
- Familiarity with major cloud platforms such as AWS, Google Cloud, or Microsoft Azure, as well as SQL/NoSQL databases, vector stores for AI agents, agentic data architectures, and retrieval systems.
- Adept at technical troubleshooting and root cause analysis using application logs, API responses, developer tools, and diagnostic workflows to resolve complex enterprise platform issues.
- Working familiarity with SSO and provisioning standards (SAML 2.0, OpenID Connect, SCIM) and identity providers such as Okta or Microsoft Entra ID.
- Familiarity with enterprise integrations, for example Salesforce, Microsoft Dynamics or Microsoft 365.
- Degree in engineering, computer science or IT, or equivalent experience.

Experience with enterprise customers in financial services, healthcare, technology or telecoms.
Experience with RFP, proposal, content-management, knowledge-management or GRC platforms.
Deep functional understanding of GenAI/LLM architectures and frameworks (such as RAG, vector databases, and orchestrators like LangChain/LlamaIndex) from a Technical Account Manager perspective—focusing on system capabilities, troubleshooting data flow, evaluating retrieval accuracy, and guiding enterprise customers on best practices.
Familiarity with incident and problem management (ITIL concepts). Certifications such as ITIL 4, a CRM administrator credential or an identity provider credential are a plus.
Experience working across time zones especially with US customers.
Communication: concise, accurate and calm, in writing and on calls.
Influence without authority across Support, Engineering and Product.
Teamwork: acts as a strong team player, supporting colleagues and contributing positively to team culture.

📌 Technical Account Manager, Salesforce (Bengaluru)
🏢 Responsive
📍 Bengaluru