At Kapture CX, we are looking for a Director - Technical Account Management in our Customer Experience team.

Who are we ?

- Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions.

- We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.

- Over a thousand clients across 18 countries have used Kapture's products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific.

- Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

- Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?.

- As the Director - Technical Account Management, you will lead a high-impact team that sits at the intersection of customer experience and technology.

- You'll ensure our customers stay delighted and continuously realize value by driving fast, effective, and technically sound resolutions, as well as improving adoption -while building strong, trusted relationships with key stakeholders.

Sounds interesting?.

Here's a more detailed description of what you will do in this role:.

- You will lead, mentor, and scale a team of Technical Account Managers focused on delivering exceptional customer outcomes leading to high retention.

- You will drive rapid and high-quality resolution of customer issues, ensuring technical accuracy and strong communication throughout.

- You will be the customer's voice in the organization and act as a strategic partner to key customers, building deep relationships and proactively identifying opportunities to improve their experience.

- You will own operational excellence and governance cadence of QBRs/MBRs, account planning, SOP adherence and escalation management.

- You will collaborate closely with Sales, Tech, Support and Implementation teams to drive expansion, resolve complex issues, and influence product improvements.

- You will define and track key metrics around customer satisfaction, adoption/usage, response times, and resolution effectiveness, continuously improving team performance.

- This is a Bangalore-based role.

- We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

- This role requires regular travel to client locations.

What does success look like in this role ?

You consistently deliver high customer satisfaction, build a strong and scalable TAM function, -and become a trusted bridge between customers and internal teams.

What would make you a good fit for this role ?

Here Are The Basic Requirements.

- You have 8-12+ years of experience in Customer Success, Technical Account Management, or Support within a SaaS environment.

- You have managed and scaled high-performing teams in customer-facing roles.

- You are comfortable navigating technical products and can quickly understand product nuances, custom deployments and integrations.

- You have strong experience working with enterprise customers and managing multiple stakeholders.

What are the most critical skills for this role?.

- You communicate clearly and confidently, especially in high-pressure customer situations.

- You excel at stakeholder management and can influence both internal and external stakeholders effectively.

- You have strong problem-solving skills and can break down complex technical issues into actionable solutions.

- You bring a customer-first mindset and are deeply committed to delivering great experiences and business outcomes.

- You Will Have An Advantage If You.

- You have prior experience in CX, CRM, or automation platforms.

- You have worked closely with Product and Engineering teams to drive adoption/usage, issue resolution or product enhancements.

- You are familiar with value realization, adoption & support metrics, SLAs, and escalation management frameworks.