Technical Project Manager

Own and drive resolution of critical support escalations and high-priority incidents, and long-pending issues

Coordinate cross-functional teams, including Support, Engineering, QA, Product Management, and Operations.

Ensure timely communication, stakeholder alignment, and adherence to resolution timelines.

Facilitate Root Cause Analysis and post-incident reviews for major customer-impacting issues.

Represent the Voice of the Customer internally and advocate for customer requirements.

Track feature requests, product feedback, and enhancement opportunities.

Prepare executive-level reports highlighting account health, open risks, escalations, adoption metrics, and success outcomes.

Identify renewal risks and collaborate with Sales on retention and expansion opportunities.

Track customer commitments, deliverables, support cases, and project milestones.

Maintain accurate account documentation, action plans, and customer success records.

Drive accountability across internal teams to ensure customer commitments are met.

Customer Retention and Renewal Rate

Customer Health Score

Product Adoption and Utilization

Escalation Resolution Effectiveness

Customer Satisfaction (CSAT)

Reduction in Revenue Risk

QBR/MBR Completion and Customer Engagement

Executive Stakeholder Satisfaction

This version positions the role clearly within the Support team, emphasizes technical ownership, enterprise account management, and differentiates it from a traditional Customer Success role by highlighting escalation management, incident ownership, and technical advocacy.