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Technical Account Manager

The Technical Account Manager (TAM) manages the Premier services relationship and plays a pivotal role in ensuring that SAP Hybris is considered and viewed as a key technology partner in the successful operation of the customers IT environment. Help position SAP Hybris favorably when technology decisions are made by customers for future needs.

The Technical Account Manager is a positive advocate for both the customer and SAP Hybris and will be a professional representative at all times in this Operational role.

The Technical Account Manager must be capable of working in a team environment with other technical leaders, engineering staff, and customers to solve strategic customer issues. Drive customer satisfaction by proactively establishing regular communications with target customers, answer customer inquiries, provide updates on critical issues and special project management activities.

Technical Account Management teams are spread globally (Germany, Poland, Canada, US, Australia, China) to ensure 24/7 coverage for customer business.

Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager’s agreement.


Expectations and Tasks
  • Manage, escalate and drive satisfactory resolution of customers’ technical support, service and infrastructure issues
  • Proactively and reactively interface with customers on-site in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day-to-day operation of SAP Hybris Cloud Services
  • Proactively monitor technical issues pertaining to SAP Hybris Cloud Services and make recommendations to reduce the risk / impact of similar future problems
  • Develop and maintain strong working relationships with Service Readiness, Support Engineers, Product Groups and other technical resources
  • Occasional availability for out-of-business hours, especially on weekends and public holidays

Education and Qualifications / Skills and Competencies
Required skills
  • Account management experience and / or customer engagement responsibility is also a requirement
  • Knowledge of the following is advantageous (Linux, Windows, Java, Database systems, Apache) as well as Project Management experience
  • Excellent written and spoken English
  • Strong problem and troubleshooting skills
  • Strong multitasking abilities and quick decision making skills
Preferred skills
  • ITIL Certification(s) or Technology Certification(s) are considered an asset
  • Developer knowledge is considered an asset

Work Experience
  • A degree in Computer Science or Software Engineering, or substantial previous experience
  • 5+ years in IT industry
  • Account management experience and / or customer engagement responsibility is also a requirement

Are you interested?