Sanjay Kumar S

About Sanjay Kumar S

Experienced Technical Account Manager with a demonstrated history of delivering exceptional client service and achieving outstanding results. I am dedicated to building strong, collaborative relationships with clients and helping them leverage technology to drive their business success.With a solid background in Customer success and IT Operations, I possess a deep understanding of the technical landscape and business objectives. My ability to bridge the gap between technical complexities and client requirements allows me to effectively translate their needs into actionable solutions.As a Technical Account Manager, my goal is to drive client success by leveraging my technical expertise, strategic thinking, and strong relationship-building skills.

Experience

1. Critical Strategic Account Manager

   IBM

   Dec 2024 — Present · Bengaluru, IN

   I drive success for high-value customers by providing strategic guidance and proactive solutions in Software Sustainability, Data AI, and Automation. Acting as a trusted advisor, I align customer goals with innovative technologies, ensuring seamless adoption and long-term value. I collaborate with cross-functional teams to resolve critical issues, optimize automation strategies, and enhance customer experiences. Passionate about building strong relationships, problem-solving, and delivering impactful outcomes.As a CSAM, I am responsible for managing and resolving complex technical issues that have been escalated beyond standard support levels within the IT infrastructure domain. This role ensures that critical incidents are addressed promptly, root causes are identified, and preventive measures are implemented to avoid recurrence.Responsibilities:1. Serve as the primary point of contact for high-priority escalations related to the Data & AI, Automation, Security and Sustainability Products. Coordinate and lead cross-functional technical teams to investigate and resolve complex incidents.3. Act as a liaison between technical teams, vendors, and business stakeholders during escalations.4. Ensure clear, timely communication of incident status, impact, and resolution plans to senior management.5. Coordinate root cause analysis (RCA) for major incidents and document findings.6. Drive continuous improvement initiatives to reduce escalation frequency and improve incident impact and resolution times.7. Track and report on escalation metrics, trends, and resolution performance.

Education

• St.Aloysius High School

  SSLC

  2007 — 2009

• Sambhram Institute of Technology, BANGALORE

  Bachelor of Engineering (BE), Electrical, Electronics and Communications Engineering

  2011 — 2015