Technical Account Manager

3 weeks ago

New Delhi, India Telcovas Solutions & Services Full time

Job Location - across India and South East Asia


About the profile


We are seeking a highly skilled and proactive Technical Account Manager to join our dynamic Telcovas team. The ideal candidate will serve as the primary point of contact for technical needs, providing tailored solutions and ensuring customers leverage our products and services to achieve their business objectives. Candidate needs to be a customer-focused technical expert, capable of providing proactive support and strategic guidance to clients across various regions. This position involves frequent travel to client sites, helping to build long-term relationships while ensuring the optimal technical success of our clients. It requires working closely with our internal teams to address technical issues, recommend product enhancements, and offer value-added services.



Key Responsibilities


·       Understand clients’ business goals, challenges, and technical environments to recommend tailored solutions.

·       Develop and execute a strategic technical roadmap for each client, ensuring alignment with their business objectives.

·       Provide expert-level technical support across multiple environments (cloud, on-premises, hybrid).

·       Troubleshoot complex issues related to software, hardware, and integrations, ensuring fast resolution and minimizing client downtime.

·       Work with product development teams to resolve product defects and escalate critical issues.

·       Coordinate and manage technical projects, including system installations, upgrades, and migrations.

·       Work with cross-functional teams (engineering, support, and product management) to deliver technical solutions on time and within scope.

·       Track and report on project progress, client milestones, and technical improvements.

·       Deliver product training and workshops to clients, ensuring they have the knowledge and tools to succeed.

·       Create and maintain knowledge base articles and documentation to assist clients with self-service support.

·       Ensure clients are fully onboarded and properly utilizing all features of the product.

·       Build and maintain strong, long-term relationships with assigned clients, ensuring their success with our solutions.

·       Proactively address potential technical issues before they impact customers, ensuring high service levels.

·       Frequent travel to customer locations (domestic and international) for on-site engagements, troubleshooting, training, and consultations.

·       Travel to industry events, conferences, and partner meetings to represent the company and stay up to date on industry trends.



Skills


·       Expertise in understanding and diagnosing technical challenges in complex systems.

·       Strong knowledge of IT systems, networking, security protocols, cloud services (AWS, Azure, etc.), and related technologies.

·       Strong telecom domain knowledge- GSM 4G / 5G and Private 5G

·       Strong protocols knowledge- Kubernetes, SS7 , SIGTRAN , SMPP , DIAMETER ,REST

·       Cybersecurity and knowledge in AI are a plus

·       Roaming Vas knowledge

·       Proficient in using various CRM, project management, and support ticketing tools (e.g., Salesforce, Jira, ServiceNow).

·       Ability to communicate complex technical issues clearly and effectively to non-technical stakeholders.

·       Strong organizational skills and attention to detail, with the ability to manage multiple customer accounts simultaneously.

·       Technical certifications (e.g., AWS Certified Solutions Architect, Cisco, ITIL) are highly desirable.

·      Fluency in additional languages is an asset, especially for international customers.


Please share your CV at sakshi.girdhar@telcovasworld.com




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