Technical Account Manager
2 days ago
About the roleWe 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 fostertrust and loyalty with regular in person meetings with CXO's.• Understand the unique needs, goals, and business objectives of each keyaccount.• Coordinate with cross-functional teams (Product, Engineering, Support, andOperations) to address customer requirements and resolve technicalchallenges.• Lead the onboarding process for new clients, ensuring successful integrationwith our CPaaS solutions.• Develop strategic plans to align Onextel products and services with clientneeds, aiming to increase client satisfaction and profitability.• Act as the main point of contact for clients to address issues, handlecomplaints, and resolve problems effectively.• Provide technical training and documentation to clients to enhance productunderstanding 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, suchas marketing, sales, and logistics, to ensure seamless service delivery.3Job Description | Onextel Limited• Monitor key account metrics, analyze data, and provide reports to topmanagement.• Assist in the development and execution of service improvement plans.• Analyze customer feedback and usage data to identify opportunities forupselling and cross-selling additional services.• Ensure deadlines are met and that clients receive the correct products andservices on time.• Stay updated on CPaaS industry trends and emerging technologies to providestrategic guidance to customers.Required Skills and Qualifications:• Bachelor’s degree in Computer Science, Information Technology, or a relatedfield.• 5-7 years of experience in Technical Account Management, Service Delivery,or a similar customer-facing technical role, preferably in CPaaS, Telecom, orSaaS domains.• Strong understanding of messaging technologies (SMS, Voice, WhatsApp,RCS, APIs) and cloud communication platforms.• Hands-on experience with API integrations (REST/SOAP), SMPP, andtroubleshooting tools.• Excellent project management and organizational skills with the ability tomanage multiple accounts simultaneously.• Strong problem-solving skills with a proactive and customer-centric approach.• Exceptional communication and interpersonal skills to build trustedrelationships with customers and internal teams.• Ability to work in a fast-paced, dynamic environment and adapt to changingcustomer needs.Preferred Qualifications:• Knowledge of DLT compliance, telecom regulations, and security standards inIndia.• Certifications in project management (PMP, ITIL) or cloud technologies.• Experience with monitoring and reporting tools.
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