NITISH KUMAR
Technical Account Manager Int
Bengaluru,Karnataka
Summary
Strategic Account Management Leader experienced in managing global enterprise customers and executive stakeholders within SaaS and supply chain technology environments. Delivered multi-million-dollar ARR portfolio ownership through effective governance frameworks, driving adoption, and managing high-impact escalations while fostering collaboration across Product, Engineering, Services, Support, and Sales teams for optimal customer outcomes. Led and mentored global TAM teams, enhancing client relationships and ensuring tailored technical solutions to meet evolving project demands.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Senior Technical Account Manager / Strategic Customer Success
Blue Yonder (Earlier JDA Software)
Bengaluru
2023.10 - Current
- Own post-go-live success and strategic governance for enterprise supply chain SaaS customers representing more than $7M ARR, acting as a trusted advisor to customer leadership and internal executives.
- Lead regular customer governance cadences, executive reviews, service reviews, escalation forums, and roadmap discussions across complex, multi-product environments.
- Drive adoption, operational stability, value realization, and renewal risk mitigation across supply chain planning, merchandising, category management, transportation, and integrated platform workflows.
- Orchestrate cross-functional collaboration across Product, Engineering, Services, Support, Cloud/Infrastructure, and Sales to resolve complex business-impacting issues and deliver customer outcomes.
- Serve as primary escalation owner for high-impact incidents, ensuring clear executive communication, structured recovery plans, RCA follow-through, and preventive action tracking.
- Develop customer-facing reporting and governance views using Salesforce, ServiceNow, Control-M, and operational data to improve visibility and accountability.
- Identify expansion and value-realization opportunities by connecting operational metrics, customer business needs, upgrade planning, and contract utilization trends.
Manager, Technical Account Management (Mexico Assignment)
Blue Yonder
Bengaluru
2022.08 - 2023.10
- Built, led, and developed a 7-member Technical Account Management team supporting high-value enterprise customers across North America and Latin America.
- Oversaw customer portfolios representing approximately $36M ARR while driving account governance, customer satisfaction, and operational consistency across regions.
- Managed hiring, onboarding, training, mentoring, 1:1s, performance reviews, account assignments, and development plans for TAM team members.
- Established account governance practices, escalation handoff standards, customer communication discipline, and regional operating rhythms to support global customer coverage.
- Partnered with senior leadership and customer-facing teams to improve account coverage, escalation handling, customer trust, and team productivity.
Project Lead / Technical Account Management
Blue Yonder
Bengaluru
2019.03 - 2022.08
- Managed enterprise customer operations across supply chain SaaS products, coordinating issue resolution, upgrade readiness, support governance, and stakeholder communication.
- Built trusted relationships with customer stakeholders and internal teams by translating business impact into clear technical and operational action plans.
- Supported complex production environments and escalations requiring alignment between Support, Engineering, Infrastructure, and Consulting teams.
Team Lead, Enterprise Support / Operational Risk
Sphera Solutions (Previously IHS)
Bengaluru
2017.01 - 2019.03
- Led customer-facing enterprise support operations, including escalation management, triage governance, customer communication, and cross-functional resolution management.
- Mentored team members and supported hiring, onboarding, knowledge transfer, and performance development activities for support professionals.
- Designed structured incident, problem, and escalation workflows to improve response consistency and reduce ad-hoc firefighting.
- Partnered with Product and Engineering teams to improve reliability, supportability, and customer experience for enterprise software environments.
- Implemented process improvements that streamlined workflows and reduced turnaround times.
- Led cross-functional teams to enhance product delivery and operational efficiency.
Software Engineering & Production Support
Microland | Cerner | Meridium | IHS
Bengaluru
2011.02 - 2016.12
- Established strong foundation in software engineering, SDLC, production support, system troubleshooting, and customer-facing communication for mission-critical application operations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Education
B.Tech. - Electronics & Communication
2011-06
24+ LinkedIn Learning certifications across customer success, executive communication, negotiation, leadership, project management, generative AI, microservices, and stakeholder management.
Skills
Account management
Client advocacy
Customer relationship management
Customer onboarding
Account strategy development
Business process improvement
Incident management
IT infrastructure management
Training and mentoring
Accomplishments
- Managed strategic enterprise portfolio exceeding $7M ARR and supported global customer portfolio governance of approximately $36M ARR during Mexico leadership assignment.
- Built and led a 7-member TAM team, including hiring, onboarding, mentoring, performance reviews, and account coverage design.
- Improved operational visibility by contributing to an observability dashboard integrating ServiceNow, Salesforce, and Control-M data for customer job monitoring and proactive action tracking.
- Helped transition highly escalated customer environments from reactive firefighting to structured governance, stronger escalation discipline, and improved executive confidence.
- Supported customer growth and expansion conversations by linking operational improvements, adoption, and customer business needs to measurable value.
Certification
ITIL
Timeline
Senior Technical Account Manager / Strategic Customer Success - Blue Yonder (Earlier JDA Software)
2023.10 - Current
Manager, Technical Account Management (Mexico Assignment) - Blue Yonder
2022.08 - 2023.10
Project Lead / Technical Account Management - Blue Yonder
2019.03 - 2022.08
Team Lead, Enterprise Support / Operational Risk - Sphera Solutions (Previously IHS)
2017.01 - 2019.03
ITIL
2013-08
Software Engineering & Production Support - Microland | Cerner | Meridium | IHS
2011.02 - 2016.12
Sikkim Manipal Institute of Technology - B.Tech., Electronics & Communication