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Technical Account Manager

3 months ago

Pune, India Mindtickle Full time

Role Overview



A Technical Account Manager (TAM) at Mindtickle is pivotal in ensuring that customers successfully implement, adopt, and derive maximum value from Mindtickle's suite of sales enablement products. As the primary technical liaison between the customer and the company, the TAM provides strategic guidance, technical support, and proactive advice to help customers achieve their sales and engagement objectives


.

What's in it for you?


  • 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.
  • Respond promptly to technical queries and troubleshoot issues effectively to minimise disruption.
  • Collaborate with internal teams to address and escalate complex issues when necessary
  • Conduct regular check-ins to review system performance, gather feedback, and relay customer needs to internal teams.
  • Act as customer's primary point of contact, ensuring their success with Mindtickle's products.
  • Utilize monitoring tools to track system performance and identify potential issues before they impact the customer.
  • Analyse usage patterns and engagement metrics to optimise the customer experience.
  • 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 optimise their sales processes.
  • 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.
  • 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.
  • Create and maintain comprehensive tech stack documentation for each customer, detailing all integrations, automation rules, and analytical needs.
  • Analyse customers' analytical requirements and assist them in leveraging Mindtickle's analytics dashboards and OData platform to optimise their sales strategies.
  • 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 would love to hear from you if:


  • Have a proficiency in sales enablement platforms, CRM systems, API integrations, and data analytics.
  • Have an understanding of AWS services (e.g., EC2, S3, RDS), AWS architecture, and security best practices.
  • Have a proficiency in networking concepts (e.g., DNS, TCP/IP) and AWS networking services (e.g., VPC, Route53).
  • Have an understanding of microservices architecture, API management, and SaaS application architecture.
  • Have the ability to create run-books for repeated problems.
  • Have sound working knowledge of Observability tools like Zipy, DataDog, SumoLogic, and AWS Serverless (Lambda) tools.
  • Have the ability to build strong relationships with customers and internal teams.
  • Have strong organizational skills and ability to manage multiple projects simultaneously.
  • Have a proficiency in data analysis tools and interpreting data to make data-driven recommendations.
  • Have experience analysing usage patterns and engagement metrics to optimise customer experiences.


Shift timings for the role: 3 PM IST to 12 AM IST