Enterprise Resident Senior Engineer

The Technical Account Manager (TAM) serves as the primary on-site, customer-facing technical representative and trusted advisor — the customer's “Account Angel” — for assigned Large Enterprise customers, providing 360-degree ownership of the account relationship. The role acts as the single point of accountability for customer engagement, technical advisory, service governance, proactive issue resolution, SLA adherence, billing assurance, and customer satisfaction, while driving continuous service improvement, account health, retention, and qualified opportunity generation in coordination with Sales, Presales, and other internal teams.

Customer Relationship Management
•    Act as primary point of contact, on-site Technical Account Manager (TAM), and trusted advisor — the customer’s “Account Angel” — for assigned Large Enterprise customers.
•    Maintain 360-degree ownership of customer interactions, expectations, and overall account health.
•    Proactively manage customer relationships, ensuring accountability, timely responses, effective communication, and consistent service quality.
•    Conduct regular customer visits — including branches, sites, and headquarters — and service reviews to maintain service continuity and strengthen relationships.
•    Support customer onboarding activities and ensure successful adoption of newly deployed services and solutions.
2. Customer Experience Management
•    Drive customer satisfaction and NPS improvement.
•    Act as Voice of Customer representative internally.
•    Drive customer retention by proactively identifying service risks, addressing concerns, and implementing improvement initiatives.
3. Service Delivery Governance
•    Monitor SLA compliance and overall service quality.
•    Govern and coordinate all technical and operational customer touchpoints to ensure seamless, end-to-end service delivery and a superior customer experience.
•    Coordinate service requests, incidents, and action plans.
4. Technical Advisory & Field Assurance
•    Provide technical guidance and first-line technical support and consultation for all deployed solutions and services.
•    Validate service performance, and conduct site visits and service assurance activities.
5. Incident & Escalation Management
•    Act as the focal point for customer escalations and critical issues, ensuring rapid resolution, continuous follow-up, and transparent communication throughout the incident lifecycle.
•    Coordinate with internal technical, operational, and commercial teams to ensure end-to-end ownership and timely resolution of customer requests and concerns.
6. Root Cause Analysis & Continuous Improvement
•    Drive recurrence elimination and follow through on RCA actions.
•    Monitor customer service performance and account health indicators, proactively identifying risks and recommending corrective actions.
7. Billing Assurance & Dispute Prevention
•    Review and validate customer billing and charging records to ensure accuracy and proactively prevent billing disputes.
8. Commercial Enablement
•    Identify qualified upsell/cross-sell opportunities and collaborate with Sales Account Managers based on customer needs and business objectives, handing over qualified opportunities to Sales/Presales.
•    Recommend new solutions, managed services, and digital transformation opportunities that create additional value for customers.
9. Reporting & Service Reviews
Prepare customer reports, periodic account health reports, service performance reviews, and customer experience assessments.

• Bachelor’s degree in Engineering, Telecommunications, IT, Computer Science, Business, or a related field
• Strong communication, analytical, and customer management skills.

N/A

Minimum 2 years of experience in Telecom, ICT, Customer Care, Technical Support, Service Delivery, or Account Management

CRM, Service Delivery, or Managed Services experience. 

ITIL knowledge.

Preferred: CCNA, ITIL Foundation, Customer Relationship Management, Customer Experience, Advanced MS Office.
Desirable: CCNP and Project Management fundamentals.