Technical Account Manager

Technical Account Manager - Enterprise Accounts About the Role Key Responsibilities Account Ownership & Relationship Management

• Own and manage a portfolio of strategic enterprise accounts.
• Build strong relationships with business, operations, product, and technology stakeholders.
• Act as the primary point of contact for post-sales technical and functional engagement.
• Conduct regular governance calls, service reviews, and business reviews with customers.
• Develop a strong understanding of customer objectives, challenges, and evolving requirements.

Technical Advisory & Solution Enablement

• Understand customer workflows, use cases, integrations, and business objectives to drive effective product adoption.
• Translate customer requirements into actionable technical and operational plans in collaboration with internal teams.
• Advise customers on best practices for implementation, configuration, integration, and product usage.
• Support customers in troubleshooting technical issues and coordinate with Product and Engineering teams for resolution.
• Participate in discussions related to APIs, platforms, workflows, and integrations.

Delivery Coordination & Issue Resolution

• Partner with Implementation, Support, Product, and Engineering teams to ensure smooth onboarding and ongoing delivery.
• Track open issues, risks, dependencies, and customer commitments.
• Proactively communicate updates and manage customer expectations.
• Handle escalations effectively and drive timely resolution within agreed SLAs.
• Ensure commitments made to customers are tracked and fulfilled through structured follow-ups.

Growth, Retention & Commercial Support

• Identify upsell, cross-sell, and expansion opportunities within existing accounts.
• Partner with Sales and leadership teams on renewal planning, account growth, and retention strategies.
• Support proposals, change requests, solution enhancements, and commercial discussions.
• Identify opportunities to increase product adoption and wallet share within strategic accounts.

Customer Success & Value Realization

• Monitor account health, product adoption, usage trends, and customer satisfaction indicators.
• Help customers realize measurable business outcomes through deeper product adoption and process improvements.
• Identify potential risks to customer retention and proactively work towards resolution.
• Align product capabilities with evolving customer business requirements.

Internal Collaboration & Reporting

• Maintain accurate account updates, meeting notes, risk logs, and opportunity tracking in CRM and other relevant tools.
• Work closely with Sales, Product, Operations, Support, Compliance, and Engineering teams.
• Prepare account plans, QBRs, dashboards, and executive summaries for internal and external stakeholders.
• Share customer feedback and insights with Product and Engineering teams to support continuous improvement.

Requirements

• Bachelor s degree in Engineering, Technology, Business, or a related field.
• 2-3 years of experience in Technical Account Management, Enterprise Account Management, Solutions, Customer Success, Implementation, or a similar client-facing role.
• Experience working with customers in Banking, BFSI, Fintech, B2B SaaS, Payments, Lending, Compliance, or Digital Platforms.
• Strong understanding of enterprise customer management and the post-sales lifecycle.
• Experience working with both business and technical stakeholders.
• Strong communication, presentation, and stakeholder management skills.
• Ability to understand technical concepts and explain them clearly to non-technical stakeholders.
• Experience managing customer escalations, delivery coordination, and problem resolution.
• Strong ownership and ability to manage multiple accounts and priorities independently.

Preferred Qualifications

• Experience working with APIs, integrations, SaaS platforms, workflow products, digital onboarding, payments, lending, fraud, risk, or compliance solutions.
• Understanding of Banking/BFSI workflows such as onboarding, KYC, lending, collections, payments, servicing, fraud, or compliance.
• Familiarity with CRM and ticketing tools such as Salesforce, HubSpot, Zoho, Jira, or Freshdesk.
• Experience supporting renewals, expansions, upsell/cross-sell, and strategic account growth.
• Experience working with Product and Engineering teams to address customer requirements and influence product improvements.

Key Skills

• Technical Account Management
• Strategic Account Management
• Enterprise Client Management
• Banking / BFSI / Fintech Domain Knowledge
• B2B SaaS
• API & Integration Understanding
• Stakeholder Management
• Escalation Management
• Customer Success
• Renewal & Retention
• Upselling & Cross-selling
• Solution Enablement
• Delivery Governance
• Cross-functional Collaboration
• Problem Solving
• Executive Communication

Key Success Metrics

• Customer retention and renewal rate
• Account growth and expansion revenue
• Product adoption and usage
• SLA adherence and escalation resolution timelines
• Customer satisfaction and relationship health
• Implementation and delivery success
• Reduction in open issues and resolution TAT
• Identification and conversion of expansion opportunities

Who Will Succeed in This Role

• The relationship-building skills of an Account Manager
• The technical understanding of a Solutions/Implementation professional
• The customer ownership mindset of a Customer Success professional
• The commercial awareness of a Sales professional

Why Join Us

• Work with strategic Banking, BFSI, and Fintech clients.
• Gain exposure to enterprise SaaS and digital transformation in regulated industries.
• Collaborate closely with Sales, Product, Engineering, and Delivery teams.
• Take ownership of high-impact enterprise relationships and customer outcomes.
• Build expertise across technical solutioning, customer success, and account growth.