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Exotel
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Technical Account Manager

Technical Account Manager

Exotel

3 - 8 years

9 - 14 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Computer science Ticketing Usage Analytical Relationship building Account management Troubleshooting Technical support Reporting tools CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Summary

The Technical Account Manager serves as the primary technical liaison between the company and enterprise customers. You ll ensure successful adoption, continuous improvements and optimisation of solutions while fostering long-term, technical relationships.

Key Responsibilities

Primary Technical Point of Contact Serve as the go-to expert for clients on technical questions, troubleshooting, and escalation. You are expected to be proactive with support and tech functions
Client Onboarding Implementation and continuous improvements Validate integrations, custom configurations, and training workshops that successfully enable the client to leverage Exotel s products.
Relationship Building & Reviews Conduct regular check-ins, technical/business reviews, and usage assessments to drive adoption in partnership with Client Success Managers, keeping the customer s KPIs in mind
Proactive Support & Reporting Monitor usage health, analyze data, prepare dashboards, business reviews, and recommend optimizations towards achieving clients KPIs using Exotel technologies.
Cross-Functional Coordination Partner with Customer Success, Customer Operations, Delivery, Product and Engineering to proactively resolve issues and influence product roadmap. Influence Support to resolve issues and escalate themes
Upsell & Feature Adoption Leverage deep client insights to reduce TCO and identify growth opportunities upgrades, renewals, feature expansions and articulate technical value, thereby supporting CSM and Sales.

Qualifications Required

Bachelor s degree in Computer Science, IT, Engineering, or related
3+ years of experience in technical account management, customer success, technical support, or similar.
Strong technical acumen: familiarity with cloud, APIs, databases, networks, software development.
Excellent communication skills: able to translate technical concepts for business and non-technical audiences.
Proficient with CRM/ticketing systems and basic analytics/reporting tools.

Ideal Skills & Traits

Analytical problem-solver with keen attention to detail.
Customer-centric mindset proactively anticipates needs and fosters success.
Strong project and time management able to juggle multiple accounts and threats.
Effective communicator and collaborator across technical and non-technical stakeholders.

KPIs & Success Metrics

Client satisfaction/Net Promoter Score (NPS)
Time to Full Value
Client TCO reduction
Time to resolution for technical escalations
Product adoption rate and feature utilisation
Revenue growth via upsell/cross-sell via wallet share increase for Exotel

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