Vinyam Tiwari

About Vinyam Tiwari

Dynamic Technical Account Manager with 9 years of comprehensive experience in escalation and incident management at Amazon, adept at resolving complex issues while enhancing customer experience. Proven track record in leading cross-functional teams and collaborating with stakeholders to identify systemic problems and implement process improvements. With a strong emphasis on program management, I have successfully managed training initiatives, mentored teams, and facilitated effective communication between customers and senior leadership. My expertise in Agile and Scrum methodologies, coupled with skills in business analysis and root cause analysis, empowers me to develop innovative solutions that drive operational efficiency. Committed to fostering a culture of continuous improvement, I effectively manage projects while ensuring exceptional service delivery.

Experience

1. Technical Account Manager

   Avalara

   Sep 2024 — Present · Pune, IN

   Owned technical escalations for enterprise and strategic customers, driving critical issue resolution while maintaining executive-level communication and trust- Conducted advanced root-cause analysis across multiple Avalara products and integrations, collaborating with Engineering and Product teams to resolve systemic, high-impact defects- Achieved and exceeded SLA, CSAT, TTR, and KPI targets consistently by prioritizing complex cases and mentoring team members on escalation management best practices- Advised customers on technical integration challenges involving ERP, e-commerce, and CRM platforms such as NetSuite, Microsoft Dynamics/D365, Oracle, SAP, Salesforce, Magento, and Shopify- Facilitated regular customer engagements including technical reviews, escalation calls, and post-incident analyses to enhance transparency and ensure long-term client success- Identified recurring issues and process gaps, driving improvements in support workflows, documentation, and knowledge base that increased efficiency- Collaborated with global cross-functional teams to deliver support during US business hours and maintain high-availability environments- Provided guidance and informal leadership to junior Technical Account Managers, improving team capability and consistency.

Skills

• Powerpoint
• Microsoft Office
• Sales
• Windows
• Outlook
• Research
• English
• Customer Service
• Training
• Public Speaking
• Process Improvement
• Leadership
• Microsoft Word
• Team Leadership