TAM & Delivery Manager
Remote
Job Summary
Act as the senior point of contact for strategic customer accounts, driving onboarding, implementation, and adoption of MACH services. Lead service delivery governance, coordinate resolution activities for escalations, and conduct regular business and operational review meetings. Own successful project delivery for new customers and product releases while managing cross-functional teams across Product, R&D, and Support. Lead, coach, and develop TAM & Delivery team members, setting clear priorities and supporting performance against customer, delivery, and operational objectives. Identify opportunities for service optimization, upsell, and expansion to influence commercial growth and improve Net Revenue Retention. Monitor customer health indicators and usage trends to ensure adoption and retention across the MACH portfolio.
Required Qualifications
- 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
Desired Qualifications
- 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
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