Technical Account Manager - SaaS

Description:

A leading global e-commerce SaaS platform founded in 2011, offering a comprehensive post purchase experience solution for online retailers. It provides tools for shipment tracking, returns management, delivery analytics, and automated customer engagement. Trusted by thousands of brands worldwide, the platform helps businesses improve customer satisfaction, streamline logistics, and enhance overall delivery experiences.

Title: Technical Account Manager

Location: Remote

Education: Preferred computer science background (preferably B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)

Experience: 4-8 years

About the Role: The Technical Account Manager is the primary technical contact for enterprise clients, responsible for complete technical setup, configuration, and migration. The role involves troubleshooting, managing API queries, and ensuring smooth operations. It requires cross-functional collaboration (CS, Engineering, Ops, Product) and the ability to simplify technical concepts to deliver timely, effective solutions.

Roles & Responsibilities:

- Lead end-to-end technical setup and configuration for enterprise customers.

- Provide ongoing technical support to ensure smooth operations and customer satisfaction.

- Manage and execute migration processes for enterprise accounts, ensuring minimal downtime and seamless transitions.

- Act as the primary technical contact for enterprise clients, addressing escalated issues and managing complex scenarios.

- Handle technical queries, including API-related requests, and track resolution progress.

- Partner with Customer Success teams across regions to align on customer needs and goals.

- Participate in team meetings to ensure consistent customer support and shared success strategies.

- Work with Operations, Engineering, and Product Marketing teams to stay updated on platform changes.

- Communicate platform updates and relevant changes effectively to enterprise clients.

Requirement:

- 4+ years experience in customer-facing technical roles in either SaaS, ecommerce, or marketing automation technology

- Experience working with clients, product, ops, and engineering teamswith the ability to break down complex concepts to non-technical stakeholders

- Ability to prioritize, multi-task, and perform effectively under pressure

- Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features

- Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications and automation

- Ability to grasp customers needs and suggest timely solutions

- Executive level interpersonal, project management, communication, and problem-solving skills

- Excellent written and verbal communication and presentation skills.