Technical Account Manager

4 days ago

Bengaluru, Karnataka, India Kapture CX Full time
About Kapture CX

Kapture CX is a leading Customer Experience (CX) automation platform that revolutionizes how businesses interact with their customers. We empower organizations to deliver exceptional customer support, streamline operations, and drive growth through AI-powered automation.

Job Overview:

As a Technical 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 manage complex technical issues, implement solutions, and provide world-class customer service.

Key Responsibilities:
  • 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 like Postman, cURL, and JSON payloads to ensure seamless system interactions.
  • 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 like Kafka (event streaming), Grafana (performance monitoring), and Sentry (error tracking) to diagnose and address technical problems proactively.
  • 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.
  • 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.
  • Cross-Functional Collaboration:
    • 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.
    What You'll Need in Your Toolkit:
    • API Integration Expertise:
      • Hands-on experience with API integrations using tools like Postman, cURL, and working with JSON 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 like Kafka (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.
    Why Work at Kapture CX?

We offer a competitive compensation package with an estimated salary of $120,000 per year, based on industry standards and market rates. Join our dynamic and fast-growing company shaping the future of CX automation, and enjoy opportunities for growth and development in a cutting-edge field.

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