Technical Accounts Manager

3 days ago

Hyderabad, Telangana, India Matilda Cloud Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position Summary:

As a Technical Account Manager at Matilda Cloud, you will play a critical role in ensuring customer satisfaction, retention, and long-term success. You will develop strong relationships with our customers, understand their needs, and ensure they realize maximum value from our solutions. The ideal candidate will be fluent in English, and skilled at engaging with both technical and business stakeholders.

Key Responsibilities

  • Understand how the Matilda Cloud application stack functions and be able to provide customer demos and overviews.
  • Lead technical discussions with our partners and customers to help communicate implementation pre-requisites, guide installations and create reports using the Matilda Cloud software.
  • Partner with internal Subject Matter Experts and the Customers Partners to resolve any technical issues.
  • Establish and maintain strong customer relationships as the primary point of contact.
  • Manage projects for assigned customers, including creating and maintaining project plans, timelines, and resources.
  • Lead customer and partner calls, ensuring effective communication and driving progress.
  • Document and track all project-related discussions, maintaining detailed notes and providing timely follow-up communications.
  • Proactively identify, track, and escalate issues to appropriate resources or managers to ensure resolution.
  • Conduct regular customer reviews to assess needs, resolve challenges, and uncover opportunities for growth.
  • Collaborate with cross-functional teams (Sales, Product, Technical Support) to deliver a seamless customer journey.
  • Bring in subject matter experts when needed to ensure customer success.
  • Monitor and report on customer success metrics, adjusting strategies as needed to meet targets.
  • Advocate for customer needs internally, influencing product development and service offerings.

Qualifications

  • Fluency in English.
  • System or Cloud Engineer Experience is required.
  • Strong understanding of cloud technologies (e.g., AWS, Azure, Oracle Cloud, Google Cloud) and container technologies (e.g., Docker, Kubernetes).
  • Network and general server administration knowledge is a plus
  • Excellent written and verbal communication skills in all required languages.
  • Minimum 3+ years of experience working as a TAM (Technical Account Manager), CSM (Customer Success Manager), or Account Manager in cloud/SaaS environments.
  • Proven ability to multi task and manage multiple customer engagements simultaneously.
  • Analytical mindset with experience using CRM and customer success tools.
  • Ability to work in a fast-paced, evolving environment.
  • For remote roles: must have a stable, high-bandwidth internet connection to ensure reliability on customer and partner calls.
  • Cloud certifications (AWS, Azure, GCP, OCI) are a plus.

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