Technical Account Specialist

3 days ago

India Fresh Prints Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Technical Account Specialist

About the Role
We are seeking a Technical Account Specialist to act as the bridge between our customers and internal teams, including Customer Success, Sales, Support, and Engineering. This role combines client-facing support with a strong focus on CS Operations—managing data, analytics, reporting, and internal tooling—to ensure smooth onboarding, adoption, and account success.

Key Responsibilities

Client-Facing Support:

  • Partner with CSMs and Account Executives to understand customer needs and technical requirements

  • Provide guidance on integrations with APIs, webhooks, and internal systems

  • Troubleshoot and resolve technical issues impacting adoption or renewals

CS Operations & Analytics:

  • Build and maintain dashboards and reports on customer health, adoption, usage trends, churn forecasts, and other key metrics

  • Analyze data to identify patterns, provide actionable insights, and support decision-making for CSMs and leadership

  • Own or co-own CS tools (e.g., Gainsight, Totango, ChurnZero), CRM usage (Salesforce, HubSpot), integrations, automations, and data hygiene

  • Recommend and implement process improvements to optimize workflows across Customer Success, Sales, and Support

Renewals & Expansion Support:

  • Partner with CSMs on renewals and expansion opportunities, providing technical guidance and operational support

  • Participate in Executive Business Reviews or regular account check-ins to drive customer value

Technical Escalation & Collaboration:

  • Serve as an escalation point for complex technical issues

  • Collaborate with Support, Product, and Engineering to resolve high-priority incidents

  • Document solutions, workarounds, and best practices in the Knowledge Base

What You'll Bring

Required:

  • Experience in Technical Account Management, Customer Success Operations, Solutions Engineering, or Implementation for B2B SaaS

  • Strong experience with CS tools, CRM platforms, dashboards, and reporting (e.g., Gainsight, Totango, Salesforce, Metabase, Looker)

  • Skilled at data analysis, reporting, and generating actionable insights

  • Understanding of APIs, webhooks, and common data formats (JSON, CSV, XML)

  • Excellent written and verbal communication, capable of explaining complex concepts to technical and non-technical stakeholders

  • Strong problem-solving mindset and operational focus

Nice-to-Have:

  • Experience in logistics, supply chain, or SaaS operations

  • Familiarity with SQL or scripting (Python/JS) for dashboards, reporting, or data validation

  • Experience with automation and integration tools (Zapier, Workato, etc.)

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