The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer JDA SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.

Collaborate with the CSM to drive adoption and satisfaction
Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
Ensure adherence to SaaS policies and procedures
Own inbound customer calls / case handling 
Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
Own disaster recovery process and issue resolution
Responsible for proactive technical guidance for all JDA and customer IT projects
Create and own Customer Success Plans for relevant stakeholders
Collaborate & coordinate effectively with all JDA internal dept’s (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues
Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery
Provide technical / feature-specific advice
Prepare for and participate in business reviews

Primary KPIs:
1.  Customer Health: SLA performance management
Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
2.  Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn
3.  Advocacy: % Growth in reference-able customers

Secondary KPIs:
1.  Adoption: Deployment, utilization, and value realization
2.  Commercial Growth
3.  Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue)
Generating leads to help with up-selling and cross-selling