The Senior Manager, Technical Account Management  will lead and scale Prisma’s India based TAM function, ensuring operational excellence, strong 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, functionality, and zero critical defects reaching production.

Client and Product Expertise: Develop deep expertise in Prisma PropTech solutions while ensuring the TAM team maintains expert-level product knowledge and strong understanding of client operational needs.

Relationship Building: Strengthen executive-level client relationships while fostering trust, transparency, and long-term partnership growth.

Resident Support Liaison: Serve as the formal bridge between TAM and Resident Support by ensuring clear communication of new features, releases, and known issues

Standard Operating Procedures (SOPs): Establish, refine, and maintain scalable SOPs for internal teams and client-facing workflows to improve operational efficiency and consistency.

Website Oversight: Oversee WordPress updates and website-related enhancements, ensuring SLA adherence and quality validation before deployment.

Proactive Monitoring and Risk Management: Implement proactive system monitoring standards, review alerts and trends, and mitigate risks before client impact occurs.

Utility Billing Oversight: Ensure monthly billing accuracy standards are maintained for RUBS and sub-metered properties through structured quality controls and performance management.

Requirements

• Leadership Experience: 8+ years in Technical Account Management, SaaS operations, or Customer Success with at least 5+ years leading teams.
  

• Technical Proficiency: Strong understanding of property management technology, SaaS environments, ticketing platforms, CRMs (HubSpot preferred), and website management tools.
  

• Operational Discipline: Experience managing SLAs, KPIs, escalation frameworks, and performance scorecards.
  

• Strategic Problem-Solving: Ability to analyze systemic issues and implement scalable, long-term solutions.
  

• Customer Service Orientation: Strong commitment to client satisfaction and relationship development at both operational and leadership levels.
  

• Communication Skills: Excellent verbal and written communication skills with the ability to influence cross-functional stakeholders.
  

• Project and Release Management: Experience overseeing enhancement requests and cross-functional deployments from concept to production.
  

• Quality Assurance Expertise: Strong background in testing methodologies and release validation processes.
  

• Analytical Skills: Ability to interpret performance metrics, system logs, and service trends to drive informed decision-making.
  

• Adaptability: Ability to manage changing priorities and operate effectively in a fast-paced, growth-oriented environment.
  

• Organizational Excellence: Proven ability to create structure, document processes, and manage multiple high-priority initiatives simultaneously.
  

Benefits

• 5 Days Working
  
• One Complimentary Meal per Day
  
• Internet Reimbursement
  
• Gym Reimbursement
  
• Group Medical Insurance
  
• Mental Health support benefits
  
• Relocation Assistance (if Applicable)