Technical Account Manager(India, Remote)

Overview

Serve as a Technical Account Manager for key client accounts, supporting onboarding, technical implementation, account growth and successful adoption of AI-powered customer support solutions.

What you'll do

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.
• Handle onboarding of multiple clients simultaneously.
• Understand clients' technical requirements and business objectives, and ensure that AI-powered customer support solutions meet their needs.
• Collaborate with sales, product development and customer support teams to address client needs and resolve technical issues.
• Develop and maintain a deep understanding of AI-powered customer support solutions, and communicate technical information to clients.
• Identify opportunities for upselling and cross-selling solutions to existing clients.
• Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in solutions.

What you'll need

• Bachelor's degree in Computer Science, Information Systems or a related field, or equivalent experience.
• 2-3+ years of experience in a hands-on technical role.
• 2-3+ years of experience delivering successful customer implementations.
• Strong technical background with a good understanding of SaaS platforms, APIs and cloud services.
• Excellent project management skills with the ability to juggle multiple projects simultaneously.
• Ability to put on a consultant hat and effectively communicate technical concepts to non-technical stakeholders.
• Exceptional organizational and problem-solving skills.
• Strong communication skills in English, both written and verbal.
• Comfortable working in EST hours.

Nice to have

• Familiarity with common CRM integrations such as Salesforce and Zendesk.
• Familiarity with intent-based and generative artificial intelligence.
• Experience with telephony systems such as AWS Connect, Five9 and Genesys.

Details

• Location: India.
• Remote.
• Working hours aligned with EST hours.