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Technical Account Manager

Mindtickle

Mindtickle

IT, Sales & Business Development
Pune, Maharashtra, India
Posted on Tuesday, June 11, 2024

What's in it for you ?

  • Lead the initial setup and provide technical training to ensure seamless integration with the customer's existing systems.
  • Customise integrations and workflows to match the customer's requirements and sales processes.
  • Respond promptly to technical queries and troubleshoot issues effectively to minimise disruption.
  • Collaborate with internal teams to address and escalate complex issues when necessary.
  • Conduct regular check-ins to review system performance, gather feedback, and relay customer needs to internal teams.
  • Act as customer's primary point of contact, ensuring their success with Mindtickle's products.
  • Utilize monitoring tools to track system performance and identify potential issues before they impact the customer.
  • Analyse usage patterns and engagement metrics to optimise the customer experience.
  • Identify training needs and collaborate with internal teams to deliver targeted training sessions to customers.
  • Ensure customers fully leverage Mindtickle's features and functionalities to optimise their sales processes.
  • Collect and document customer feedback, advocating for customer-requested features or enhancements.
  • Present customer needs and use cases to internal stakeholders to drive product improvements.
  • Collaborate with Customer Success Managers (CSMs) to craft technical success plans tailored to each customer's needs.
  • Take ownership of support tickets, ensuring timely resolution within agreed SLAs, and serving as an escalation contact for customers.
  • Create and maintain comprehensive tech stack documentation for each customer, detailing all integrations, automation rules, and analytical needs.
  • Analyse customers' analytical requirements and assist them in leveraging Mindtickle's analytics dashboards and OData platform to optimise their sales strategies.
  • Promote the adoption of Premium Support Services in collaboration with Sales, CSMs, and Onboarding leadership.
  • Support CSMs during contract renewals and ensure customer success and satisfaction.

We would love to hear from you if:

  • Have a proficiency in sales enablement platforms, CRM systems, API integrations, and data analytics.
  • Have an understanding of AWS services (e.g., EC2, S3, RDS), AWS architecture, and security best practices.
  • Have a proficiency in networking concepts (e.g., DNS, TCP/IP) and AWS networking services (e.g., VPC, Route 53).
  • Have an understanding of microservices architecture, API management, and SaaS application architecture.
  • Have the ability to create run-books for repeated problems.
  • Have sound working knowledge of Observability tools like Zipy, DataDog, SumoLogic, and AWS Serverless (Lambda) tools.
  • Have the ability to build strong relationships with customers and internal teams.
  • Have strong organizational skills and ability to manage multiple projects simultaneously.
  • Have a proficiency in data analysis tools and interpreting data to make data-driven recommendations.
  • Have experience analysing usage patterns and engagement metrics to optimise customer experiences.

Shift timings for the role: 3 PM IST to 12 AM IST

  • This role would operate in a shift with the working hours being 3 PM IST to 12 AM IST.
  • We would be providing a shift allowance and a cab facility for this role.