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Cornerstone OnDemand
Technical Account Manager | Hyderabad | APJ & EMEA Shift
Edtech.com's Summary
Cornerstone OnDemand is hiring a Technical Account Manager | Hyderabad | APJ & EMEA Shift. The role is the single point of contact for a set of named Elite customer accounts across the Asia-Pacific, Japan, Europe, Middle East, and Africa time zones, running monthly business reviews and technical health reviews on configuration, integrations, and adoption. The Technical Account Manager also coaches customer administrators, watches for renewal risk, and escalates customer issues internally with full context.
Highlights
- Serve as the single point of contact for named Elite accounts, with direct routing, no queue, timezone-aligned coverage, and two named backups covering absences.
- Run a Monthly Business Review for each account, using one slide that lists open items with dates and the commitments made and kept.
- Deliver technical health reviews on a regular cadence covering configuration, integrations, and adoption, along with near-SysAdmin configuration coaching while Professional Services keeps project delivery.
- Monitor each account for renewal risk through account-level iCSAT, case patterns, and sentiment trends, surfacing concerns before a customer survey would.
- Advocate customer escalations internally with full context so issues reach the right team with the background they need.
- Guide customer training and enablement, including certification paths, new-feature walkthroughs, and admin coaching.
- Bring 4+ years of enterprise technical support or Technical Account Manager experience and executive-ready communication skills.
- Complete the Technical Account Manager certification track within 90 days, including SysAdmin and configuration depth.
- Show commercial awareness of each account’s annual recurring revenue, entitlements, and renewal timeline.
- Work office-based from Hyderabad, with Pune also listed as a location, on an APJ and EMEA shift.
Technical Account Manager | Hyderabad | APJ & EMEA Shift Full Description
ABOUT CORNERSTONE
Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.
In This Role You Will
- Serve as single POC for your named Elite accounts: direct routing, no queue, timezone-aligned, with two named backups covering absence.
- Run the Monthly Business Review per account: one slide, open items with dates, commitments earned and kept.
- Deliver technical health reviews on cadence — configuration, integrations, adoption — and near-SysAdmin configuration coaching (PS keeps project delivery; you keep the customer capable).
- Watch the account’s renewal-risk radar: account-level iCSAT, case patterns, and sentiment trends surfaced before a survey would say so.
- Advocate escalations into DEEP with full context; your account’s EIM inputs are accurate because you keep them so.
- Guide training and enablement: certification paths, new-feature walkthroughs, admin coaching
You Have Got What it Takes If you Have
- 4+ years enterprise technical support or TAM experience; executive-ready communication.
- TAM certification track within 90 days incl. SysAdmin/configuration depth.
- Commercial awareness — you understand the account’s ARR, entitlements, and renewal timeline.
- Relationship craft: customers ask for you by name and mean it.
- GATES: account iCSAT + renewal outcomes · MBR discipline · health-review cadence · 90-day certification.
IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.
#LI-Onsite
This role is Office Based, Hyderabad Office. Job available in these locations: Hyderabad, India; Pune, India.
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. We are proud to be an EOE Protected Veterans/Disability workplace and an affirmative action employer. If you have a disability or special need that requires accommodation, please contact us at [email protected].
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