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Technical Account Manager
4 weeks ago
Role Overview:As aTechnical Account Manager , you will be the go-to technical advisor and problem-solver for our clients, ensuring their success in using Kapture’s platform. You will be responsible for managing complex technical issues, implementing solutions, and providing world-class customer service. You will work closely with both internal teams and clients to maintain a high level of customer satisfaction and build long-lasting relationships. This role requires a combination of technical expertise, communication skills, and the ability to manage multiple priorities.Key Responsibilities:1) Client Onboarding & Integration Support: Provide expert guidance and hands-on support during client onboarding to ensure a smooth integration with Kapture’s platform. Collaborate with clients to understand their technical requirements and recommend tailored solutions to address their business needs. Lead API integrations, leveraging tools likePostman ,cURL , and JSON payloads to ensure seamless system interactions. 2) Technical Support & Troubleshooting: Act as the primary point of contact for technical queries, issues, and escalations from clients. Investigate and resolve technical issues quickly, working with internal engineering and product teams to provide timely solutions. Utilize tools likeKafka(event streaming),Grafana(performance monitoring), andSentry(error tracking) to diagnose and address technical problems proactively. 3) Client Relationship Management: Build strong, trusted relationships with clients, acting as their advocate within Kapture. Provide regular updates and technical insights to clients, ensuring they are informed about the platform's features, updates, and improvements. Manage ongoing client communication, keeping clients satisfied and ensuring their technical needs are met consistently. 4) Proactive Technical Strategy & Optimization: Identify opportunities to optimize client processes through Kapture’s solutions, offering technical recommendations for improvements. Conduct periodic health checks and performance reviews to ensure clients are fully leveraging the platform’s capabilities. Develop and deliver tailored strategies to ensure clients achieve maximum ROI on their investment in Kapture’s platform. 5) Collaboration & Cross-Functional Support: Collaborate with Sales, Product, Engineering, and Support teams to ensure alignment and smooth delivery of technical solutions. Provide technical insights and feedback to the product team to influence the development of new features and enhancements. Assist in the creation and refinement of technical documentation, including troubleshooting guides, best practices, and knowledge base articles. 6) Documentation & Reporting: Maintain accurate and detailed records of client interactions, technical issues, and resolutions. Prepare regular reports on client health, open issues, and overall satisfaction, providing leadership with valuable insights into account status. DocumentRoot Cause Analyses (RCAs)for significant incidents and ensure that corrective actions are tracked and implemented.What You’ll Need in Your Toolkit:API Integration Expertise:Hands-on experience with API integrations using tools such asPostman ,cURL , and working withJSON payloads . Error Debugging Skills:Strong diagnostic skills to inspect logs, trace errors, and implement fixes quickly using advanced tools and techniques. Tech Stack Proficiency:Experience with technologies likeKafka(for event streaming),Grafana(for performance monitoring),Sentry(for error tracking), and similar tools to optimize and resolve technical challenges. Excellent Client Management Skills:Proven ability to build relationships, manage client expectations, and communicate technical concepts to both technical and non-technical stakeholders. Problem-Solving Aptitude:Ability to identify the root cause of issues and implement effective solutions, ensuring the success and satisfaction of clients. CRM Expertise (Bonus):Familiarity withCRM systems(Salesforce, HubSpot, etc.), particularly in handling customer data and processes. Database Knowledge (Bonus):Experience withSQL/NoSQL databases , including writing and optimizing queries, as well as understanding data structure and flow. Chatbot & Automation Experience (Bonus):Familiarity with chatbot technologies and AI-driven automation to enhance the client experience. Documentation Skills:Ability to document technical issues, solutions, and root cause analyses (RCAs) clearly and concisely.Who You Are:Client-Centric:You are passionate about helping clients solve their technical challenges and ensuring their success with the Kapture platform. Technically Proficient:You have a strong technical background and can seamlessly translate complex technical problems into actionable solutions. Effective Communicator:You are an excellent communicator, able to explain technical concepts clearly to both technical and non-technical audiences. Collaborative:You work well with cross-functional teams and are comfortable working in a fast-paced, dynamic environment. Proactive:You anticipate client needs and issues, addressing them before they escalate.Why Join Kapture CX:Be part of a dynamic and fast-growing company shaping the future of CX automation. Work with a diverse and talented team, including product, engineering, and customer success experts. Enjoy a competitive compensation package with performance bonuses. Get opportunities for growth and development in a cutting-edge field.
