Technical Account Manager

4 weeks ago


Hyderabad, Telangana, India HighRadius Full time
Job Summary

Support Account Manager is a trusted advisor and a strong customer advocate who is a highly skilled customer service professional with experience in program and project management. Candidates should have the combination of skill and experience in delivering upon their IT Strategy, overcoming challenges and meeting business goals. Candidates will be instrumental in driving account stabilization with focused account engagement. TAM owns the ultimate responsibility of customer satisfaction by partnering with cross-functional teams. Candidates are also the escalation point for any major or critical incidents that he owns and drives them to closure, personally.

Job Specification:

Designation:

Support Account Manager
Experience:

6 - 8 years of experience
Work Location:

Hyderabad
Timings:

2:00 p.m. to 11:00 p.m. (IST)

Key Responsibilities

Program management - Be customer-focused and translate complex technical issues into tangible solutions. Developing a deep technical understanding of their solution, sharing technical best practices.
Problem management - Collaborating with customers on technical challenges while demonstrating a comprehensive knowledge of the Highradius is a primary responsibility of the role.
Incident management - Act as a designated point of contact managing customers' expectations through major incidents working with global support and Engineering teams.
Escalation Management - Own and drive executive escalations to meaningful closure for the accounts he/she owns. Work with HighRadius customers in support of their daily critical business operations.
Own and drive post-go-live account stabilization by closely working with consulting

Requirements:

Bachelor's degree

in business, Computer Science, IT, Engineering or equivalent
6-8 years

professional experience, with at least 2 years of proven experience in Technical Account Management, Program management in Technical Support echo system supporting complex, data-driven web applications
Experienced in enterprise-level client-facing work; Strong logical, analytical and problem-solving skills
Excellent verbal and written communication skills
Self-sufficient and organized, with the ability to effectively and independently lead efforts to manage complex customer issues, requests and escalations within a cross-functional team
Identify Top problems driving more inflow and impacting customers and drive them to resolution.
Proactively monitor systemic issues and communicate effectively with customers and support managers to resolve them.
Partner with cross-functional teams in helping customers on Release and Change readiness
Essentially a team player with excellent collaboration skills, grit and time management skills

What You'll Get

Competitive salary.
Fun-filled work culture (https://www.highradius.com/culture/)
Equal employment opportunities.
Opportunity to build with a pre-IPO Global SaaS Centaur.


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