Client Success

Technical Account Manager

Coimbatore
Work Type: Full Time

The Technical Account Manager should be responsible for handling a portfolio of customers and providing exceptional support, maintain relationships with the customers and act as a bridge between multiple internal teams and the customer.


Essential Responsibilities: 

  • Own a portfolio of accounts and take complete ownership of issues reported and ensure that they are resolved within set SLAs.

  • Work with various external stakeholders, understand requirements, and provide technical information and solutions.

  • Build relationships with clients, to identify key challenges proactively and implement scalable solutions

  • Confirm, reproduce, and escalate potential product defects with proper documentation

  • Proactively communicates relevant information to customers as appropriate.

  • Excellent problem-solving, analytical, management and communication skills, with the ability to absorb technical concepts and effectively communicate them to a non-technical audience.

  • Handle and resolve customer requests and complaints.

  • Creative and able to think ‘outside the box’ with a proven track record in proposing and implementing solutions for enterprise customers.

  • Ability to manage multiple priorities, commitments and projects and drive them to completion.

  • Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.

  • Document knowledge in the form of FAQs and knowledge base articles.

  • Strong commitment, self-driven with good team leadership skills.

Experience:

  • Minimum 4 years technical support, customer service experience or other relevant experience

  • Knowledge of the SaaS business model, SaaS technologies, and related applications.

  • Being technically adept, and the ability to pick up and learn new products, tools, and technology.

Knowledge & Skills:

  • Excellent verbal and written communication skills

  • Problem-solving and critical thinking skills are essential

  • Must be a team player with a positive attitude

Abilities: 

  • Ability to remain organized while multi-tasking

  • Eagerness to learn

  • Willing to work in night shifts

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