About the role
Job Title
TAM & Delivery Manager
Team handling role
Yes
Department
Clearing – MMS
Travel required
RBD
Job location
Europe or India
Shift timings
Regular
Reporting to
Head of MMS
Position type
Full Time
Profile Summary
The Technical Account Management & Delivery Manager is responsible for ensuring MACH customers achieve maximum value from MACH solutions through outstanding service delivery, proactive customer engagement, and successful operational execution.
This role combines the responsibilities of a Technical Account Manager (TAM), Delivery Manager and people leader. Acting as the primary customer advocate within MACH, the role owns customer onboarding, service reviews, delivery governance, major incident management, service improvement initiatives, team leadership and overall customer satisfaction.
You will operate at the intersection of customer success, operational excellence and technical delivery, ensuring customers receive exceptional service while driving adoption, retention and growth across the MACH portfolio.
A Day in the Life
You will:
Act as the senior point of contact for strategic customer accounts.
Drive customer onboarding, implementation and adoption of MACH services.
Lead service delivery governance and customer review meetings.
Own customer escalations and coordinate resolution activities.
Work closely with R&D, Product and Support teams to improve customer outcomes.
Lead, coach and develop TAM & Delivery team members, setting clear priorities and supporting performance against customer, delivery and operational objectives.
Identify opportunities for service optimisation, upsell and expansion.
Monitor customer health, usage trends and operational performance.
Ensure successful delivery of projects, upgrades and new services.
Roles & Responsibilities
Customer Success & Account Ownership
Serve as the primary operational and technical contact for assigned strategic customers.
Build trusted relationships with roaming, operations, finance and technical stakeholders.
Develop customer success plans aligned to customer business objectives.
Conduct regular service reviews, business reviews and operational governance meetings.
Act as the voice of the customer within MACH.
Technical Account Management
Provide strategic guidance on product usage, operational processes and industry best practices.
Drive adoption of MACH solutions and services.
Ensure customer requirements are understood and represented across Product and R&D teams.
Monitor customer health indicators, service consumption and operational trends.
Support customers during industry transitions including BCE, clearing transformation and automation initiatives.
Delivery & Project Management
Own successful implementation of new customers, services and product releases.
Manage customer delivery plans, milestones, risks and dependencies.
Coordinate cross-functional teams across Product, R&D, Operations and Support.
Ensure projects are delivered on time, within scope and aligned to customer expectations.
Manage change requests and implementation governance.
Team Management & Leadership
Lead, coach and manage TAM & Delivery team members, including workload allocation, prioritisation and day-to-day support.
Set clear objectives, expectations and development plans aligned to MACH customer success and delivery goals.
Conduct regular one-to-ones, provide feedback, support performance management and identify coaching or training needs.
Build team capability, consistency and knowledge sharing across customer onboarding, service governance and operational delivery.
Ensure effective resource planning, coverage and escalation paths across priority customer accounts and projects.
Key Success Measures
Customer
Customer Satisfaction (CSAT) improvement.
Net Revenue Retention (NRR).
Customer retention and renewal rates.
Customer adoption and utilisation metrics.
Reduction in escalations and customer complaints.
Delivery
Successful delivery of onboarding and implementation projects.
SLA achievement and operational performance.
Delivery predictability and governance quality.
Time-to-value for new customers.
Commercial
Expansion revenue influenced.
Renewal success rates.
Customer advocacy and reference-ability.
Team
Team performance against customer, delivery and operational objectives.
Effective resource planning and workload management.
Quality of coaching, knowledge sharing and professional development across the team.
Clear escalation ownership and delivery accountability.
Experience & Background
Essential
7+ years in Technical Account Management, Customer Success, Service Delivery or Project Delivery roles.
Experience managing enterprise customers in a software, SaaS or telecommunications environment.
Strong customer-facing and stakeholder management experience.
Experience managing complex projects and service delivery engagements.
Proven ability to manage escalations and operational issues.
Experience working with globally distributed teams.
Experience leading, coaching or line managing customer-facing delivery or technical teams.
Highly Desirable
Roaming, clearing or telecommunications industry experience.
Knowledge of GSMA standards, TADIG, BCE and roaming settlement workflows.
Experience working with MNOs, MVNOs or telecom service providers.
Experience with operational reporting, analytics and customer success metrics.
Familiarity with managed services environments.
Skills & Capabilities
Exceptional customer relationship management skills.
Strong project and programme management capability.
People leadership, coaching and performance management.
Operational excellence mindset.
Ability to bridge commercial, operational and technical discussions.
Strong problem-solving and escalation management skills.
Data-driven decision making.
Effective communication with executive and operational stakeholders.
Strong negotiation and influencing skills.
Ability to thrive in a fast-paced international environment.
Originally posted on Himalayas