Technical Account Manager

Role: Technical Account Manager.

Relevant Experience: 5-7 Years.

Location: Noida, Mumbai, Bangalore.

All positions are for CPAAS Only.

For TAM/OS/SOS roles, Mandatory keywords - Client Demo, Client Onboarding, Delivery Specialist.

Job Description:

We are seeking a dynamic and experienced Technical Account Manager (TAM) to join our Operations team.

The TAM will serve as a key point of contact for our enterprise customers, ensuring successful deployment, adoption, and optimization of our communication solutions.

This role requires a blend of technical expertise, project management, and customer engagement skills.

- Act as a dedicated technical liaison between customers and internal teams, ensuring seamless service delivery and issue resolution.

- Manage post-sales customer relationships, driving product adoption and providing proactive technical guidance.

- Coordinate with cross-functional teams (Product, Engineering, Support, and Operations) to address customer requirements and resolve technical challenges.

- Lead the onboarding process for new clients, ensuring successful integration with our CPaaS solutions.

- Monitor customer system performance, identify issues, and recommend solutions for continuous improvement.

- Provide technical training and documentation to clients to enhance product understanding and usage.

- Assist in the development and execution of service improvement plans.

- Analyze customer feedback and usage data to identify opportunities for upselling and cross-selling additional services.

- Ensure SLAs and KPIs are met, providing regular status reports to clients and internal stakeholders.

- Stay updated on CPaaS industry trends and emerging technologies to provide strategic guidance to customers.

Requirements & Qualification:

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 5-7 years of experience in Technical Account Management, Service Delivery, or a similar customer-facing technical role, preferably in CPaaS, Telecom, or SaaS domains.

- Strong understanding of messaging technologies (SMS, Voice, WhatsApp, RCS, APIs) and cloud communication platforms.

- Hands-on experience with API integrations (REST/SOAP), SMPP, and troubleshooting tools.

- Excellent project management and organizational skills with the ability to manage multiple accounts simultaneously.

- Strong problem-solving skills with a proactive and customer-centric approach.

- Exceptional communication and interpersonal skills to build trusted relationships with customers and internal teams.

- Ability to work in a fast-paced, dynamic environment and adapt to changing customer needs.

- Knowledge of DLT compliance, telecom regulations, and security standards in India.

- Certifications in project management (PMP, ITIL) or cloud technologies.

- Experience with monitoring and reporting tools.