Technical Account Manager

**Technical Account Manager** Pune - Hybrid Customer Success & Pro Serv – Support / Full-time / Hybrid + 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. + 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.

Cloud based sales enablement software