Technical Account Manager

About the role We are seeking a dynamic and experienced Technical Account Manager (TAM) to join our Business & Growth-Enterprise 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. Key Responsibilities • Act as a dedicated technical liaison between customers and internal teams, ensuring seamless service delivery and issue resolution. • Build and maintain strong, long-term relationships with key clients to foster trust and loyalty with regular in person meetings with CXO's. • Understand the unique needs, goals, and business objectives of each key account. • 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. • Develop strategic plans to align Onextel products and services with client needs, aiming to increase client satisfaction and profitability. • Act as the main point of contact for clients to address issues, handle complaints, and resolve problems effectively. • Provide technical training and documentation to clients to enhance product understanding and usage. • Lead sales negotiations with critical clients and identify opportunities for up- selling and cross-selling. • Serve as a liaison between the client and various internal departments, such as marketing, sales, and logistics, to ensure seamless service delivery.3 Job Description | Onextel Limited • Monitor key account metrics, analyze data, and provide reports to top management. • 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 deadlines are met and that clients receive the correct products and services on time. • Stay updated on CPaaS industry trends and emerging technologies to provide strategic guidance to customers. Required Skills and Qualifications: • 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. Preferred Qualifications: • 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.