Technical Account Manager

1 day ago

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

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

Role Overview

As a Technical Account Manager at Kapture CX, you will be the go-to technical advisor and problem-solver for our clients, ensuring their success in using our platform. Your primary responsibility will be 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.

Key Responsibilities:
  • Client Onboarding & Integration Support:
    • Provide expert guidance and hands-on support during client onboarding to ensure a smooth integration with our 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 CX.
    • 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 CX'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 CX'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.
  • 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.
    • Document Root Cause Analyses (RCAs) for significant incidents and ensure that corrective actions are tracked and implemented.
What We're Looking For

We're seeking a highly skilled Technical Account Manager who possesses:

  • API Integration Expertise: Hands-on experience with API integrations using tools such as 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.
  • CRM Expertise (Bonus): Familiarity with CRM systems (Salesforce, HubSpot, etc.), particularly in handling customer data and processes.
  • Database Knowledge (Bonus): Experience with SQL/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.
Why Join Kapture CX?

We offer a dynamic and fast-growing work environment where you can develop your skills and expertise. Our competitive compensation package includes performance bonuses. With opportunities for growth and development in a cutting-edge field, we're an ideal place for professionals looking to make a meaningful impact.

Estimated Salary: $80,000 - $110,000 per year

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