Technical Account Executive

Role Summary

The Technical Account Executive (TAE) is responsible for coordinating and supporting the successful delivery of Professional Services and Managed Services engagements. The role serves as the primary operational point of contact for assigned customer accounts, ensuring projects and managed services are delivered efficiently while maintaining high customer satisfaction.

The TAE will work closely with the PMO, Delivery Teams, Consultants, Sales, and Finance to ensure effective project coordination, customer governance, resource planning, SLA adherence, timesheet compliance, billing readiness, and operational excellence.

This role is ideal for professionals looking to build a career in Customer Success, Service Delivery, and IT Services Operations.

Key Responsibilities

Customer Account Management

• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain strong customer relationships.
• Conduct regular customer governance and service review meetings.
• Track customer action items and ensure timely closure.
• Identify and escalate delivery risks and customer concerns to the PMO.

Professional Services Coordination

• Coordinate implementation projects from initiation to closure.
• Track project milestones, deliverables, timelines, and dependencies.
• Maintain project documentation and status reports.
• Work with Project Managers and consultants to ensure timely delivery.
• Support project governance activities.

Managed Services Coordination

• Coordinate day-to-day Managed Services operations.
• Monitor SLA compliance and service quality.
• Track incidents, service requests, changes, and problem management activities.
• Coordinate customer escalations and ensure timely resolution.
• Support customer renewals through consistent service delivery.

Resource Planning & Coordination

• Coordinate consultant assignments in collaboration with the PMO.
• Track resource utilization and allocations.
• Identify resource conflicts and capacity constraints.
• Maintain resource planning trackers and deployment schedules.

Timesheet & Billing Governance

• Ensure timely submission and approval of consultant timesheets.
• Validate billable effort against project allocations.
• Coordinate milestone confirmations for customer invoicing.
• Support Finance with billing inputs and rate card validation.
• Ensure billing readiness for all assigned accounts.

Reporting & Governance

• Prepare weekly and monthly customer health reports.
• Maintain project dashboards and operational trackers.
• Report project status, SLA performance, utilization, billing readiness, and risks.
• Support internal governance reviews conducted by the PMO

Process Improvement

• Follow established delivery and service management processes.
• Maintain project templates, documentation, and operational records.
• Identify opportunities to improve delivery efficiency and customer experience.
• Contribute to continuous process improvements across Professional and Managed Services.

Required Qualifications

• Bachelor's degree in engineering, Computer Science, Information Technology, or related discipline.
• 1 - 4 years of experience in IT Services, SaaS, Professional Services, Managed Services, Customer Success, PMO, or Project Coordination.
• Exposure to enterprise SaaS platforms such as ServiceNow is preferred. Experience with Salesforce, Microsoft Dynamics, SAP, or similar platforms is an added advantage.
• Basic understanding of IT Service Management (ITSM), Professional Services, and Managed Services.
• Familiarity with project coordination, customer communication, and service management processes.

Required Skills

• Excellent communication and customer relationship management skills.
• Strong coordination and stakeholder management abilities.
• Basic understanding of Professional Services and Managed Services operations.
• Knowledge of project lifecycle and delivery governance.
• Familiarity with timesheet management, resource allocation, utilization tracking, and billing processes.
• Understanding of customer rate cards and commercial governance.
• Good analytical and reporting skills using Microsoft Excel and PowerPoint.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong ownership, accountability, and attention to detail.

Key Competencies

• Customer Focus
• Ownership & Accountability
• Communication & Collaboration
• Planning & Coordination
• Problem Solving
• Process Orientation
• Attention to Detail
• Continuous Learning

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• SLA Compliance
• On-time Project Milestone Tracking
• 100% Timesheet Compliance
• Billing Readiness & Accuracy
• Resource Utilization Tracking
• Customer Governance Meeting Completion
• Timely Risk Identification & Escalation
• Documentation & Reporting Compliant