Technical Account Manager

About the job

As a Technical Account Manager at [Company Name], you will play a crucial role in maintaining strong relationships with customers in the Mech/Manufacturing industry. Your primary responsibilities will include: - **Customer Relationship Management**: - Serve as the primary technical point of contact for customers. - Build and nurture long-term relationships by understanding their business needs and technical environments. - Act as a trusted advisor to ensure customers derive maximum value from the product. - **Technical Support & Guidance**: - Troubleshoot, resolve, and escalate complex technical issues in collaboration with support and engineering teams. - Provide proactive guidance, best practices, and technical recommendations tailored to customer use cases. - Conduct regular health checks on customer environments for smooth operation. - **Customer Success & Retention**: - Provide timely updates on deliverables to customers and collaborate with the planning team on release dates. - Drive product adoption through training and ensuring customer confidence in using the solution. - Monitor customer usage and address gaps proactively to prevent churn. - Ensure successful renewals and explore upselling/cross-selling opportunities with the sales team. - **Onboarding & Enablement**: - Assist in setting up, configuring, and integrating the product for new customers. - Conduct technical workshops, demos, and training sessions. - Create and maintain customer-facing documentation and resources. - **Business Alignment**: - Translate customer needs into product/feature requests and communicate insights to the product teams. - Collaborate with sales, product, and support teams to align customer goals with business outcomes. - Participate in Quarterly Business Reviews (QBRs) with customers to showcase value and roadmap alignment. - **Performance & Metrics**: - Track key performance indicators (KPIs) such as adoption rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and retention. - Maintain detailed account plans and provide regular status reports to internal stakeholders. - Identify risks early and implement mitigation strategies. - Develop a knowledge base based on new scenarios from customer troubleshooting sessions. - Gather new requirements and contribute to product enhancements as per the roadmap.

Requirements

• Customer Relationship Management
• Technical Support
• Product Adoption

Preferred Technologies

• Customer Relationship Management
• Technical Support
• Product Adoption

About the company

SrinSoft is a technology solutions provider focused on delivering innovative software and service solutions to clients in various industries, particularly in the manufacturing sector.