Technical Account Manager

Job Description

<ul><li>Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback.</li><li>Collaborate with our engineering team to set up or configure our SaaS platform as per customers’ requirements and troubleshoot any technical issues raised by these customers.</li><li>Analyze, decompose, and troubleshoot technical issues raised by clients, working closely with our engineering team when needed to resolve more complex problems.</li><li>Maintain deep technical knowledge of APIs and guide clients on how to effectively utilize them to integrate our platform with their existing systems.</li><li>Utilize your system knowledge to provide insights into system performance, efficiency, and ways the customer can better use our platform for their benefit.</li><li>Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.</li><li>Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand your customer’s business strategy and measurements for success.</li><li>Leverage your knowledge of e-commerce to provide insights and guidance to customers to help them get the most out of our SaaS platform.</li><li>Establish and maintain customer satisfaction across accounts through proactive client communications, issue remediation and containment, and performance measurement.</li><li>Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific business needs.</li></ul><p><br></p><strong>Requirements</strong><p><br></p><ul><li>Proven work experience as a Technical Account Manager in the SaaS and e-commerce industry.</li><li>Familiarity with e-commerce platforms, and software development cycle.</li><li>Strong knowledge of e-commerce ecosystem, including experience with e-commerce platforms, payment gateways, marketing automation tools, and more.</li><li>Excellent verbal and written communication skills.</li><li>Strong problem-solving skills.</li><li>Strong project management skills with the ability to juggle multiple accounts.</li><li>Proven ability to manage large portfolios of accounts..</li><li>An ability to grasp customers’ needs and suggest timely solutions.</li><li>Bachelor’s degree in Computer Science or a related technical field is desired.</li><li>Solid technical background with hands-on experience in digital technologies.</li><li>Experience in managing and growing customer relationships in a fast-paced, innovative and dynamic environment.</li><li>Experience in working with complex, multi-divisional, multi-geographical customers.</li></ul>