Technical Account Manager

Job Location: Hyderabad, India

Job Department: Global Customer Success

Job Industry: Software - Data Governance

Job Flexibility: Work from Office (Remote flexibility when needed)

Main Purpose of Job:

To act as a strategic partner and trusted advisor to enterprise customers, ensuring successful adoption and sustained value realization of the company’s solutions. The role bridges technical expertise with business acumen, driving exceptional customer experiences, fostering long-term client relationships, and ensuring seamless service delivery and support excellence to achieve customer retention, satisfaction, and growth.

Job Goals:

Service Delivery Excellence: Oversee seamless onboarding, implementation, and ongoing support for customers, ensuring adherence to SLAs and operational excellence.

Team Leadership & Development: Lead, mentor, and develop a team of support engineers and support specialists, fostering a culture of collaboration, innovation, and continuous improvement.

Account Retention & Growth: Drive customer retention by proactively identifying and mitigating risks, fostering strong relationships,building DG roadmap, driving value and partnering with CSMs to unlock opportunities for upsell and cross-sell.

Technical Advocacy: Act as a bridge between the customer and internal teams, providing insights into customer needs and feedback to drive product enhancements and innovation.

Operational Efficiency: Streamline processes within customer engagements to reduce response and resolution times while maintaining a high standard of quality.

Customer Insights & Reporting: Provide CSMs with regular health checks, usage analytics, and performance metrics to demonstrate value and ensure alignment with their business goals.

Collaboration & Teamwork: Partner with cross-functional teams (Sales, Customer Success, Product, and Support) to deliver a unified and high-value customer experience.

Job Specification:

Required Academic Educational Qualifications (Anyone of the following)

M.B.A, B.B.A, B.Tech, B.com, M.C.A, M.Sc, M.Tech

Required Experience: 5+ years of experience

Required Competence:

Customer-Centric Mindset

• Strong ability to understand and empathize with customer needs, challenges, and goals.
• Focus on delivering value and ensuring customer satisfaction at every stage.

Product Workshops and demos

• Host product demo sessions and workshops for customers, showcasing OvalEdge features and capabilities.
• Consult customers on best practices tailored to their specific use cases and business goals.
• Identify gaps in the product based on customer feedback and workshop discussions.
• Collaborate with the Product Management team by initiating threads for potential enhancements or feature development.

Strategic Thinking

• Capability to align customer goals with business solutions to drive retention and growth.
• Forward-thinking approach to identifying opportunities for upselling, cross-selling, and proactive risk mitigation.

Relationship Management

• Excellent interpersonal and communication skills to build trust with stakeholders.
• Skilled at maintaining strong, long-term client relationships.

Leadership and Team Development

• Ability to lead, mentor, and develop a high-performing team.
• Strong conflict resolution and collaboration skills to foster team cohesion and continuous improvement.

Project Management

• Skilled in managing onboarding, implementation, and ongoing service delivery projects.
• Proficient in prioritization, delegation, and ensuring adherence to SLAs.

Analytical and Reporting Skills

• Ability to interpret customer data, usage metrics, and performance analytics.
• Strong skills in generating actionable insights and presenting them effectively to customers.

Process Optimization

• Ability to identify inefficiencies and streamline workflows to enhance operational efficiency.

Problem-Solving and Adaptability

• Resourceful in identifying and resolving challenges under time constraints.
• Adaptable to changing customer needs and shifting priorities.

Collaboration and Teamwork

• Skilled at working cross-functionally with Sales, Customer Success, Product, and Support teams.
• A collaborative mindset with a focus on shared success.

Emotional Intelligence

• High level of self-awareness and empathy to navigate complex interpersonal dynamics.
• Ability to manage stressful situations calmly and professionally.

Business Acumen

• Strong understanding of enterprise customer workflows, business drivers, and industry trends.
• Ability to communicate technical solutions in business terms to non-technical stakeholders.

Continuous Learning

• Commitment to staying updated on product advancements, customer needs, and industry best practices.
• Willingness to seek and apply feedback for continuous personal and professional growth.

If you're passionate about enterprise customers, technology, data governance, and building long-term customer value, we'd love to hear from you.

Interested: Share your profile with us at [email protected]