Technical Account Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the main technical liaison for a portfolio of strategic accounts, managing the technical relationship from post-sale through renewal and beyond.

• Perform technical health assessments, platform evaluations, and configuration reviews to proactively uncover issues and optimization opportunities.

• Create and implement customized technical success plans tailored to each customer's business objectives and platform maturity.

• Troubleshoot complex technical issues and devise actionable solutions, including custom configurations, workflow redesigns, and integration suggestions.

• Handle technical escalations from start to finish, coordinating with Engineering and Product teams to ensure resolution and keep customers updated.

• Track support request trends across assigned accounts, compiling common issues to promote broader improvements through training, documentation, and product enhancements.

• Spot and pursue expansion opportunities such as upselling, cross-selling, and professional services by identifying unmet technical needs.

• Forge and nurture strong relationships with key customer stakeholders and executive sponsors through steering committees and regular reviews.

• Deliver expert-level training, enablement, and best-practice advice to assist customers in maximizing platform adoption and ROI.

• Represent the customer’s voice internally, providing structured feedback to Product, Engineering, and Customer Success teams.

• Collaborate closely with Customer Success Managers to ensure synchronized account strategies and seamless customer experiences.

• Promote customer advocacy through reference-ability, case studies, and participation in community events.

⛳️ Requirements

• Over 5 years of experience in technical account management, solutions engineering, implementation, or a customer-facing technical role within a SaaS environment.

• Proven success in managing enterprise-level customer relationships with a focus on retention and revenue growth.

• Strong technical capability — adept with platform configuration, API integrations, data flows, and troubleshooting intricate software issues.

• Experience conducting technical audits, health assessments, and solution design for customers with varying degrees of technical expertise.

• Demonstrated ability to translate complex technical ideas into clear business value for non-technical stakeholders.

• Excellent stakeholder management skills, including experience engaging with C-level and senior executives.

• Background in a startup or scale-up environment with the ability to succeed in a fast-paced, evolving landscape.

• Strong project management skills with the capability to manage competing priorities across multiple accounts at once.

• Outstanding written and verbal communication skills with great attention to detail.

• Critical thinking and problem-solving mindset with a proactive, solutions-oriented approach.

• A good sense of humour and a desire to be part of a close-knit, passionate team.

🏝️ Benefits

• Flexibility in work hours and location, prioritizing energy management over time management.

• Access to online learning platforms along with a budget for professional development.

• A collaborative environment with no silos, promoting learning and growth across teams.

• A vibrant social culture with team lunches, social events, and opportunities for creative contributions.

• Health insurance.

• Leave benefits.

• Provident fund.

• Gratuity.