Technical Account Manager

Experience: Experience will be evaluated based on the core competencies for the role, especially in Solution Engineering or client-facing Technical Product management roles, in a SaaS company.

Education: B.S. Computer Science, Software Engineering, MIS or equivalent relevant experience required.

Location: Mumbai

What is FirstHive?

FirstHive is a USA-headquartered company with operations and customers across the US, India, and ASEAN. It is a premier global Customer Data Platform – a tool for consumer marketing enterprises to consolidate all their opt-in first-party consumer data.

FirstHive's CDP delivers a disproportionate jump in ROI for consumer companies. We are the world's first CDP to use Machine Learning to build Unified Customer Identities by ingesting data from across all sources of customer interactions and customer transactions (viz. ERP, CRM, Website, Social, PoS, mobile app, voice, customer care, etc.). FirstHive's AIML layer then enables organizations to enrich their customer experience, through predictive recommendations & 360-degree customer engagement.

FirstHive is a highly recognized name in the CDP ecosystem, winning multiple awards & recognition. FirstHive is led by a high-powered, expert leadership team planning collectively over 80 years across Marketing, Product, Engineering & Data Sciences. FirstHive has a presence in the USA & Asia.

Role – Technical Account Manager

Location – Mumbai

Do you want to be part of a fast-growing technology startup that is selling into the world's top organizations? Come join us at the FirstHive t Technical Account Management Team (TAM). Through collaboration with the client, the Product team, and Professional Services, the TAMs develop thoughtful solutions that help our clients connect with their customers in new ways. This unique perspective creates an opportunity for the SE to interact with the entire customer lifecycle.

TAMs use deep technical expertise to promote and tailor software offerings to potential customers. They showcase product capabilities and address complex technical inquiries from clients. They foster ongoing client relationships by understanding the hurdles clients face and helping them solve them, by coordinating with the internal Delivery, Devops, Dataops, Infosec, Product, and other teams.

The TAM must have a strong desire to demonstrate their technical and client management skills, including the ability to proactively understand business requirements, develop a technical strategy, configure, and successfully demonstrate the solutions that address these requirements and provide business value.

Responsibilities

• Work directly with key business and IT stakeholders, Product Owners and Business Analysts within and across the teams to confirm requirements, consider design alternatives, facilitate discussions and ultimately drive requirements and contract definitions.
• Plan and monitor multiple client project deliverables to meet required deadline
• Create technical solutions, and clearly communication with both Clients and internal teams + developers
• Analyze functional & technical requirements while delivering the following artifacts as needed: user stories, use cases, data dictionary, API format, storyboards/wireframes, test scenarios, time estimation etc.
• Define systems capabilities to create product enhancements that meet the client's needs.
• Works as a liaison among stakeholders to understand the structure, policies, and operations of an organization, and to recommend solutions to enable the organization to achieve its goals.
• Assisting in testing product and software solutions

Primary Skills & Experience:

• BE/B.Tech in IT or CSE, BCA or MCA. MBA optional.
• Minimum 4-8 years of relevant experience in Technical solutioning, Technical Account management, or Technical Product management role in a client facing function
• 3+ years of working experience with integration between applications, on data integration initiatives & requests, collecting and understanding requirements, proposing solutions, data maps & data diagrams, Impact & Gap Analysis
• Hands on experience in Business Requirement Document (BRD), Functional Requirement
• Document (FSD), user stories, Solution documents, etc.
• Excellent communication skills, able to give client demos to large groups and field questions on the fly
• Postman, JIRA, Databases, MS Office, ChatGPT or other LLMs
• Preferred but not required – CDP/Martech experience, MySQL, JS, MDM

Other Skills:

• Demonstrated ability in taking a logical, analytical approach and innovative approach to problem- solving with an eye for detail
• Experience & exposure in working with different global teams and business groups
• Self-motivated individual who is able to deliver with minimal supervision, whilst also working effectively as part of a team
• Excellent Customer Management Skills and Ability to handle multiple projects
• Make sound decisions
• Handle multiple competing priorities
• Ability to regularly learn and adopt new technology
• Ability to collaborate with technical and non-technical teams
• Excellent verbal and written ability in English

Why work with us?

• Opportunity to work with a fast-growing global B2B SaaS startup
• Great growth opportunities and competitive, best-in-class remuneration.
• A team of colleagues fuelled by collaboration and a company deeply committed to integrity and responsibility.