Technical Account Manager

Key Responsibilities :

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.
• Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients’ technical requirements and business objectives, and ensure that our AI-powered customer support solutions meet their needs.
• Collaborate with internal teams, including sales, product development, and customer support, to address client needs and resolve technical issues.
• Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients.
• Identify opportunities for upselling and cross-selling our solutions to existing clients.
• Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.

Requirements :

• Bachelor’s degree in Computer Science, Information Systems related field OR equivalent experience
• 4 years of experience in a hands on technical role 2-3+ years of experience delivering successful customer implementations
• Strong technical background with a good understanding of SaaS platforms, APIs and cloud services.
• Excellent project management skills with the ability to juggle multiple projects simultaneously.
• Ability to put on a consultant hat and effectively communicate technical concepts to non-technical stakeholders.
• Exceptional organizational and problem-solving skills.
• Strong communication skills in English (both written and verbal).

Optional Requirements :

• Familiarity with common CRM integrations such as Salesforce and Zendesk.
• Familiarity with intent-based and generative artificial intelligence Experience with Telephony Systems such as AWS Connect, Five9 and Genesys.