Technical Account Manager

What’s in it for you?

• Customer Onboarding and Implementation:
•  Lead the initial setup and provide technical training to ensure seamless integration with the customer's existing systems.
•  Customise integrations and workflows to match the customer's requirements and sales processes.


• Ongoing Technical Support
• Respond promptly to technical queries and troubleshoot issues effectively to minimize disruption.
•  Collaborate with internal teams to address and escalate complex issues when necessary.


• Customer Relationship Management
•  Conduct regular check-ins to review system performance, gather feedback, and relay customer needs to internal teams.
•  Act as customers' primary point of contact, ensuring their success with Mindtickle's products.


• Proactive Performance Monitoring
•  Utilize monitoring tools to track system performance and identify potential issues before they impact the customer.
•  Analyze usage patterns and engagement metrics to optimize the customer experience.


• Feature Adoption and Optimization
•  Identify training needs and collaborate with internal teams to deliver targeted training sessions to customers.
•  Ensure customers fully leverage Mindtickle's features and functionalities to optimize their sales processes.


• Customer Advocacy and Feedback
•  Collect and document customer feedback, advocating for customer-requested features or enhancements.
• Present customer needs and use cases to internal stakeholders to drive product improvements.


• Strategic Collaboration and Escalation Management
• Collaborate with Customer Success Managers (CSMs) to craft technical success plans tailored to each customer's needs.
•  Take ownership of support tickets, ensuring timely resolution within agreed SLAs, and serving as an escalation contact for customers.


• Reporting, Documentation, and Analytical Needs Assessment
•  Create and maintain comprehensive tech stack documentation for each customer, detailing all integrations, automation rules, and analytical needs.
•   Analyze customers' analytical requirements and assist them in leveraging Mindtickle's analytics dashboards and OData platform to optimize their sales strategies.


• Promotion of Premium Support Services
•   Promote the adoption of Premium Support Services in collaboration with Sales, CSMs, and Onboarding leadership.
•   Support CSMs during contract renewals and ensure customer success and satisfaction.

We’d love to hear from you, if you:

• Technical Expertise
•   You are proficient in sales enablement platforms, CRM systems, API integrations, and data analytics.
•   Have understanding of AWS services (e.g., EC2, S3, RDS), AWS architecture, and security best practices.
•   Proficiency in networking concepts (e.g., DNS, TCP/IP) and AWS networking services (e.g., VPC, Route 53).
•  Have understanding of microservices architecture, API management, and SaaS application architecture.
•  Are familiar with monitoring tools (e.g., CloudWatch) and performance tuning.
•  Have basic understanding of web applications, networking, and capturing client logs using various methods (HAR logs, Net-Export, Wireshark).
•  Have ability to analyze network calls, understand console errors, and identify impact areas.
•  Possess knowledge of sync & async systems or workflows.
•  Have ability to create run-books for repeated problems
•  Are sound working knowledge of Observability tools like Zipy, DataDog, SumoLogic, and AWS Serverless (Lambda) tools.
•  Have ability to understand architecture diagrams and troubleshoot accordingly.


• Customer Relationship Skills
•  Are excellent communication, empathy, and problem-solving skills.
•  Have ability to build strong relationships with customers and internal teams.


• Project Management
•  Have strong organizational skills and ability to manage multiple projects simultaneously.
•  Are experience coordinating the rollout of new product features across customer organizations.


• Analytical Skills
•  Have proficiency in data analysis tools and interpreting data to make data-driven recommendations.
•  Are experience analyzing usage patterns and engagement metrics to optimize customer experiences.


• Industry Knowledge
•  Have understanding of sales processes, challenges, and tools commonly used in the sales enablement domain.
•  Have knowledge of sales methodologies, industry trends, and pain points in sales operations.


• Additional Qualifications
•  Fluency in English is essential.
•  Have minimum of 2 years of experience in technical support, professional services, or consulting within an enterprise SaaS environment.
•  Have strong understanding of the SaaS business model, technologies, and related applications.
•  Have ability to articulate technical concepts clearly to both technical and non-technical audiences.
•  have effective written and verbal communication skills.
•  Are willingne to work EMEA hours and be flexible about work hours depending on customer/situation needs.
•  Are proficient in web technologies such as JavaScript, HTML, and CSS is an added plus.


• Shift timings
• This role would operate in a shift with the working hours being 3 PM IST to 12 AM IST.
• We would be providing a shift allowance and a cab facility for this role.