Premium Support Technical Account Manager
On-siteSydney, New South Wales, Australia
Job Summary
Premium Support Technical Account Manager at Duck Creek Technologies. Own the customer support experience for assigned enterprise customers, lead customer-facing communication during major incidents and critical escalations, and coordinate cross-functional teams across Support, Engineering, Product, Infrastructure, and Cloud Operations to ensure SLA/SLO commitments are met. Conduct regular service reviews, drive continuous improvement, track corrective actions and long-term resolutions, and advocate for customers while balancing business priorities. This role emphasizes coordinating experts and managing customer expectations rather than coding or defect resolution, leveraging technical understanding, communication, and leadership to drive successful outcomes.
Required Qualifications
- 5+ years in Technical Account Management, Enterprise Support, Escalation Management, SRE, Support Engineering, or Service Operations
- Experience managing customer-facing escalations and major incidents
- Strong understanding of enterprise SaaS environments and support operations
- Excellent stakeholder management and communication skills
- Ability to influence and drive outcomes without direct authority
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