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Technical Account Manager

4 months ago

Sandton, South Africa Absa Bank Limited Full time
Bring your possibility to life Define your career with us

  • With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary


The role of a TAM is critical in bridging the gap between our technical teams and the colleagues we serve.

TAMs ensure that our stakeholders receive the best possible service and technical support, through effective engagement, demand management, onboarding and training.

They play a key role in enhancing the customer experience and bringing our Data strategy to life, by determining business needs and increasing the understanding of our products, services and processes.

They enable a collaborative partnership with businesses that drive End-to-End Solution Delivery.

Effective Engagement - Work in a complex environment to establish a supreme client base and keep stakeholders happy.

Understand how stakeholders use a data engineering product (internally offered to them) for their needs i.e., becoming an expert on a product.

Utilise ongoing customer feedback to maximize a product's efficiency, measure results, and provide relevant recommendations on enhancements and solutions. Co-develop and execute on an engagement model.


Demand Management - Follow an effective process to bring stakeholder demand into data engineering ensuring visibility of the demand and clear movement of the demand through the engagement model.


Onboarding - Ensure that we move stakeholders from idea to use case to business case through various facilitation and immersion sessions.


Training - Be an educator regarding data tools and processes and assist clients when they're learning about a product's technical features.

Provide this education through onboarding sessions, product demonstrations, and sharing new release updates. Assist in a product's adoption, aligned to the reference architecture.


Support - Post-implementation support of a new product or new product features, by ensuring a support model is in place.

Continue to work with clients to optimize the product's performance and ensure messages go to the right team members. Monitor a product's delivery and provide stakeholders with regular reviews.

To guide customers when there are changes to a product's terms of service and privacy information, regulatory changes, and security updates.


Job Description:

  • Stakeholder Management
  • Build winwin longterm relationships with key stakeholders
  • Ensure continuous delivery engagement
  • Understand business strategic objectives and requirements and proactively propose data engineering solutions to meet objectives and requirements
  • Drive out the data strategy through business use case and outcomes
  • Communicate regularly to ensure stakeholders are aware of the progress of initiatives
Analysis (including Business Cases)

  • Lead the immersion sessions to move from ideas to use cases
  • Ensure the right resources are assigned to initiatives to conduct analysis and review against available tools, services and processes in Data Engineering
  • Implement routines to get to know/become an expert in various business processes (e.g. spend time in business & with users)
  • Support solution analysts with analysis
  • Prepare and prioritise the backlog of demand
  • Proactively scan the internal & external environment to predict change requirements & opportunities for improvement ahead of demand (e.g. market, risk, regulatory, customer, organizational change etc.)
  • Work collaboratively with Tribe Leads (Technical Product / Service Owners) to build a roadmap & vision for the products and services (including detailed analysis requirements & solution scope)
  • Define measures of success & key outcomes for various solutions/changes including detailed acceptance criteria for all features
  • Lead the development of detailed business cases (data focus)
Solution Design (within DevOps Context)

  • Review business requirements and detailed systems requirements.
  • Assist with the development of conceptual designs
  • Facilitate processes to ensure integrated requirements are socialized, understood & approved across the broad range of stakeholders to be impacted (this includes various processes e.g. risk/governance forums, change council, scrum meetings / DevOps team capability building, solution design sessions etc.)
  • Understand & leverage the knowledge of the organisation's technical landscape, environment and broader architecture to define integration points across tech stacks for various requirements
  • Work collaboratively with project/program teams, squads, scrum masters and engineers to define backlog, release & DevOps / project planning implications of the requirements development & roadmap (what should happen when)
  • Facilitate resolution & decisionmaking during execution
  • Manage all risks and issues linked to the