Technical Account Manager - ANZ & SEA

Location

Bangalore | India

Job description

We are looking for a special mix of DNA that makes an extraordinary Technical Account Manager (TAM) - the blend of great business savvy and technical prowess!

As a part of a team focused on customer experience, adoption and success, you will act as a trusted advisor for customers and a technical consultant. As a Technical Account Manager, you will be focused on building strong relationships with customers in the ANZ & SEA region as a customer advocate, driving adoption through value, consumption growth, and ensuring retention.

You will work closely with Field Sales to strategize and plan customer engagements, sharing your product expertise through account plan initiatives, and schedule EBRs to display product value driven throughout the customer lifecycle. You will also collaborate with Customer Support, Product and Engineering to address and navigate technical evaluations and act as the key facilitator on the account. You will partner with the rest of the Account Management team to share best practices to ensure customer success. .

This position requires excellent client management skills, a strong B2B business background, taking ownership and a proven track record to understanding customer business objectives. You will have a passion for problem-solving, building and nurturing those relationships and customer engagement.

• Take ownership of the entire customer lifecycle where you will develop and implement strategies to increase usage, adoption, retention and growth.
• Develop expertise with the Branch platform to build an advisory relationship with customers and proactively conceptualize creative solutions to meet customers needs.
• Collaborate cross-functionally with Sales, Support, Product, and Engineering teams to participate in strategic success planning, participate in QBRs, EBRs, and to ensure the communication and follow up on support tickets and feature requests.
• Function as a vital link between our customers and Branch to proactively set customer expectations, identify gaps, participate in customer communications, and provide enablement with technical and business users.
• Build compelling demonstrations, presentations, and business value documents.
• Identify and resolve business issues and partner with technical teams to resolve technical issues.
• Assist customers with planning and execution of technical solution implementations.
• Accelerate adoption, and value creation.

• 3+ years of professional experience in Presales, Account Management, Customer Success, Solution Architecture, Software Consulting, Technical Consulting, and/or in similar customer-facing roles.
• Excellent client management skills, a bias for action, taking accountability and the ability to lead projects and interact with global teams.
• Experience supporting customers with cloud-based SaaS solutions.
• Problem-solving skills around business and technical product questions.
• Ability to analyze & interpret business requirements and customer interactions to anticipate and guide client needs in order to drive value-based use-case adoption.
• Experience proactively handling customer expectations and leading all aspects of customer communications throughout the customer lifecycle.
• A self-starter mentality with an entrepreneurial spirit and a knack for quickly adapting to new tools (e.g. Asana, Salesforce, etc.)
• Excellent written and verbal communications skills.
• Experience pulling and manipulating aggregate-level data using tools like Looker, Tableau, Google Analytics, etc. Ability to work with SQL databases would be an added advantage.
• Experience using productivity tools like JIRA, Asana, Notion, etc.

• Basic understanding of mobile app and web SDKs.
• Advising customers on basic practices with SDK implementations/setup.
• Understanding of REST API fundamentals.
• Previous work with 3rd party SDKs and other data integrations.

Job tags

Salary