Technical Account Manager

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There's another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.

As a Technical Account Manager, you will serve as a strategic and technical advisor for high-value customers subscribed to Freshworks' Premium Support Services. This role requires a unique blend of deep technical knowledge, customer-centric thinking, and cross-functional collaboration to drive long-term customer success.

You will act as the single point of contact for strategic customer accounts—driving faster issue resolution, conducting proactive technical reviews, identifying product adoption opportunities, and delivering long-term value to our enterprise customers.

Key Responsibilities

• Own the end-to-end resolution of customer issues, ensuring adherence to strict SLAs and premium service expectations.
  

• Serve as a trusted advisor and advocate for customers, offering guidance on best practices, configuration, integrations, and use cases.
  

• Conduct regular technical business reviews to assess support performance and product value realization.
  

• Lead strategic initiatives and implementation projects aimed at maximizing ROI and product adoption.
  

• Work closely with Product, Engineering, and Customer Success teams to relay customer feedback, influence roadmap decisions, and deliver holistic solutions.
  

• Monitor account health metrics and proactively flag risks with mitigation strategies.
  

Collaborate across time zones and shifts to support global customers effectively.

Must-haves:

• 4 years of experience in customer-facing technical support, technical account management, or a similar role.
  

• Excellent written and verbal communication skills with a clear and structured approach to problem-solving.
  

• Strong customer-first attitude with proven success in managing large enterprise accounts.
  

• Ability to comprehend complex technical ecosystems (APIs, integrations, cloud platforms).
  

• Exposure to ITIL best practices and familiarity with service management principles.
  

• Foundational networking knowledge (DNS, TCP/IP, VPN, firewalls, etc.).
  

Ability to work flexible shifts and support customers across global time zones.

Preferred:

• Experience in SaaS or enterprise software environments.
  

• Familiarity with Freshworks product suite or similar tools (e.g., Zendesk, Salesforce, ServiceNow).
  

Technical certifications in cloud platforms, ITSM, or networking are a plus.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.