Job Title

Technical Account Manager — Strategic AccountsMissionOwn the post-sales success of our largest banking clients. Drive outcomes across reliability, adoption, and expansion by orchestrating Zafin + customer teams, turning roadmap and runbooks into measurable value.What you’ll doAct as single-threaded owner for strategic customers across success plan, QBRs/EBRs, and executive comms.Translate business goals into a success plan with milestones, risks, and value metrics.Proactively manage incidents/changes with Cloud Ops/SRE; lead comms and post-incident follow-through.Orchestrate releases and performance testing windows; ensure runbook readiness and rollback clarity.Contribute to expansion opportunities.Build a predictable operating rhythm: weekly checkpoints, monthly health, quarterly QBRs.Maintain clear documentation in Jira/Confluence.ResponsibilitiesAccount ownership & governanceOwn named enterprise accounts end-to-end: success plan, risk register, comms cadence (weekly checkpoints, monthly health reviews, quarterly QBRs/EBRs).Establish executive relationships and align on outcomes, SLAs/SLOs, and change windows.Incident & problem management (reactive + preventative)Serve as the client-facing incident lead during P1/P2 events: open/maintain comms bridge, publish status updates, and drive action owners.Ensure blameless postmortems are completed, actions tracked to closure, and runbooks updated; surface recurring themes into Problem Management.Change, release & deployment orchestrationCoordinate release calendars with customer change control; verify runbook readiness, rollback plans, and test scope.Facilitate go/no-go, ensure evidence links (tickets, changes, runbooks) for auditability (SOC 2).Adoption & value realizationBuild and execute success plans with measurable value metrics (e.g., MTTR, performance SLAs ).Support expansion opportunities and partner with Sales and Customer Enablement teams.Technical program leadershipTranslate reliability risks into actions with Cloud Ops/SRE/Support.Validate readiness for top failure modes; run drills/game-days for high-risk scenarios with the customer.Stakeholder communication & reportingProduce exec-ready communications: incident summaries, release readouts, monthly service reports with trend analysis and next actions.Maintain hygiene in Jira/Confluence (tickets, documentations, risks, actions, runbook links).Risk & complianceMap customer-facing operations to internal controls; ensure evidence is captured (tickets/changes/RCAs) and accessible for audits.Tooling & process improvementChampion on-call hygiene (PagerDuty), status page quality, and KB/runbook improvements based on real usage.What you’ll bring7–10 years in Enterprise TAM/SDM/CSM/Consulting for SaaS or platforms; banking or FinServ experience.Executive presence; crisp written comms for executive stakeholders.Fluency working with Cloud/SRE teams (Azure, networking, identity, observability basics).Strong program management: risk registers, RAID logs, playbooks, and runbook literacy.Tools: Jira/Confluence, Statuspage, PagerDuty.