Technical Account Manager

1 month ago

Chennai, India A2MAC1 - Decode the future Full time
Our continued growth, success, and investment have led to the rapid expansion of our global team, especially with the great expansion plans in Chennai, India, a benchmarking site, empowering with wider production functions, globalized technological centre and the costing centre, to position successfully in the competitive market.
As a member of our global business development team, we are looking for a Technical Account Manager. Reporting to the Head of Sales, Asia, and you will be working closely with Key Account Managers, and the Business Development Managers, with the responsibility for supporting the team on the technical direction.
Your responsibilities as a TAM is participating to revenue achievement & long-term customer relationship by providing his/her technical expertise to the sales activities and by driving best-in-class customer experience with our products.
Requirements

Responsibility:
  • Pre-Sales Support: To create a technical curiosity in line with participants profiles and needs (sales/engineers/purchase/development/planning etc.). Perform technical presentation and platform DEMO. Prepare user start guide and effectively train the customers on the knowledge of using the products during the "test access period"
  • After Sales Support: To support trainings and share the guidelines/manual to the customer as required
  • On-going Support: Day to day support on the enquiries, tips & tricks, any IT issues etc
  • Ensure effective usage: To monitor and promote the usage by checking through the credit consumption, conducting exhibitions/workshops/webinar/seminars, clear documentation and presentation, and to keeping monitoring the NPS scores to give timely support to the customers who are in need
  • Product operation: Be a regional liaison for the products (MS, Costing, Support, Customer success, B-SASS, Dynamic digital twin etc.); Learn the product roadmap and collect customer input, requirements, and feedback on needs in terms of vehicle program definition etc
  • Feedback and improvement: Lead the product feedback and provide improvements
  • Promotion: Promote existing and new products
  • Customer Relations: Build long term relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Analyze customer data to measure customer health and proactively define corrective action plan when needed. Manage account escalations and find the right action plan to avoid any major customer issue(s). Drive customer outcomes, product adoption and customer experience to secure renewals
  • Team Collaboration: Product presentation and introduction to help sales team achieving sales. Timely feedback to management about the customer visit and supporting sales to do technical clarification to customer. Prepare comments & deviation according to customer specification for sales projects. Support throughout & post sales cycle.
  • KPI's: Renewal rate, Lead generation, number of training sessions, quality and quantity of training materials, ticket time resolution, customer usage viz., credits and users, and NPS score

Qualifications & interpersonal skills required:
  • Minimum of bachelor's degree in a Mechanical or Software Engineering
  • Minimum of 3-5 years' experience in customer service/support/success in automotive industry, and having exposure in SaaS markets is an advantage
  • Willingness to travel for domestic or international business trip(s)
  • Excellent English (French a bonus) communication, team leadership and motivational skills, able to effectively communicate.
  • Creative thinker, able to use imagination to provide innovative solutions
  • Strong organizational, problem-solving, and analytical skills
  • Self-motivated and willing to work collaboratively as part of a team
  • Comfortable working to tight deadlines and taking responsibility for delivery
  • Willingness to respond to technical issues and finding solutions to unknown problems

Benefits
It is a very exciting time to be joining the A2MAC1 team, with our 25-year history of automotive benchmarking market leadership, our unprecedented growth and the opportunity ahead of us, we offer a dynamic, fast-paced collaborative team-based environment where through demonstrating our "GREAT" values of grow together, respect, excellence, ambition and trust we support each other to deliver innovative and differentiating products and services that continue to delight both our existing and our new customers.
Within our culture of innovation and inclusion, which values creative minds and offers continuous development, with experience that transgresses borders to connect our expertise, your passion, motivation, skills, and career can flourish.

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