Technical Account Manager
Mako IT Lab · Chennai · onsite · Posted 1d ago
Undisclosed4–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Position: Technical Customer Success Manager - SaaS Integrations
Experience: 4-7 Years
Location: Chennai (Work from Office)
Shift Timing: 2:00 PM - 11:00 PM IST
Employment Type: Full-Time
Department: Integrations / Customer Success
About the Role
We are looking for an experienced Technical Customer Success Manager with 4+ years of experience in SaaS integrations, technical project management, API integrations, and customer-facing technical operations.
The ideal candidate should possess a strong technical understanding of SaaS platforms, REST APIs, integration workflows, and automation technologies, along with excellent customer communication and project management skills.
This role will primarily focus on post-implementation customer success , ensuring seamless transitions from project delivery to ongoing operational support, maintaining integration stability, resolving technical challenges, and driving continuous improvements.
The candidate will act as the primary technical point of contact for assigned customers after their integration projects go live, collaborating with engineering, implementation, and customer stakeholders.
Key Responsibilities
1. SaaS Integration Management
- Understand and manage integrations between SaaS applications and third-party platforms.
- Troubleshoot API failures, authentication issues, data synchronization errors, and integration disruptions.
- Analyze integration workflows, field mappings, data transformations, and dependencies.
- Coordinate with engineering teams to resolve complex technical issues.
- Support integrations built using REST APIs, SDKs, webhooks, and integration automation platforms.
- Identify integration performance bottlenecks and recommend improvements.
- Ensure integrations continue functioning reliably when SaaS platforms or APIs change.
2. Technical Project Management
- Independently manage multiple customer integration accounts and post-go-live activities.
- Plan and coordinate bug fixes, enhancements, integration changes, and technical improvements.
- Track customer requests, issues, priorities, timelines, and deliverables.
- Manage technical dependencies and communicate risks proactively.
- Coordinate with developers, QA engineers, and Technical Leads for issue resolution.
- Provide clear and timely status updates to customers and internal stakeholders.
- Ensure proper documentation and adherence to internal delivery processes.
3. Post-Go-Live Customer Success
- Take ownership of integration projects after successful production deployment.
- Manage the transition from implementation teams to customer success operations.
- Ensure integration stability, reliability, and successful ongoing operations.
- Conduct periodic customer check-ins and technical health reviews.
- Proactively identify integration risks, failures, and customer concerns.
- Maintain strong customer relationships through proactive communication and technical guidance.
- Drive issue resolution and maintain customer satisfaction.
4. Incident Management & Technical Support
- Take ownership of customer-reported integration incidents.
- Perform initial technical investigation and root cause analysis.
- Coordinate incident resolution with the appropriate technical teams.
- Manage issue severity, priority, escalation, and communication.
- Ensure critical customer issues receive appropriate attention.
- Document incident findings, resolutions, and preventive actions.
- Work toward reducing recurring production issues.
5. Integration Monitoring & Continuous Improvement
- Monitor integration health, API failures, scheduled jobs, and data synchronization processes.
- Identify recurring issues and opportunities for automation.
- Recommend improvements to integration architecture and operational workflows.
- Coordinate preventive maintenance and integration upgrades.
- Improve monitoring, alerting, troubleshooting, and support processes.
- Contribute Position: Technical Customer Success Manager - SaaS Integrations
- Experience: 4-7 Years
- Location: Chennai (Work from Office)
- Shift Timing: 2:00 PM - 11:00 PM IST
- Employment Type: Full-Time
- Department: Integrations / Customer Success
- About the Role
- We are looking for an experienced Technical Customer Success Manager with 4+ years of experience in SaaS integrations, technical project management, API integrations, and customer-facing technical operations.
- The ideal candidate should possess a strong technical understanding of SaaS platforms, REST APIs, integration workflows, and automation technologies, along with excellent customer communication and project management skills.
- This role will primarily focus on post-implementation customer success , ensuring seamless transitions from project delivery to ongoing operational support, maintaining integration stability, resolving technical challenges, and driving continuous improvements.
- The candidate will act as the primary technical point of contact for assigned customers after their integration projects go live, collaborating with engineering, implementation, and customer stakeholders.
- Key Responsibilities
- 1. Post-Go-Live Customer Success
- Take ownership of integration projects after successful production deployment.
- Manage the transition from implementation teams to customer success operations.
- Ensure integration stability, reliability, and successful ongoing operations.
- Conduct periodic customer check-ins and technical health reviews.
- Proactively identify integration risks, failures, and customer concerns.
- Maintain strong customer relationships through proactive communication and technical guidance.
- Drive issue resolution and maintain customer satisfaction.
- 2. SaaS Integration Management
- Understand and manage integrations between SaaS applications and third-party platforms.
- Troubleshoot API failures, authentication issues, data synchronization errors, and integration disruptions.
- Analyze integration workflows, field mappings, data transformations, and dependencies.
- Coordinate with engineering teams to resolve complex technical issues.
- Support integrations built using REST APIs, SDKs, webhooks, and integration automation platforms.
- Identify integration performance bottlenecks and recommend improvements.
- Ensure integrations continue functioning reliably when SaaS platforms or APIs change.
- 3. Technical Project Management
- Independently manage multiple customer integration accounts and post-go-live activities.
- Plan and coordinate bug fixes, enhancements, integration changes, and technical improvements.
- Track customer requests, issues, priorities, timelines, and deliverables.
- Manage technical dependencies and communicate risks proactively.
- Coordinate with developers, QA engineers, and Technical Leads for issue resolution.
- Provide clear and timely status updates to customers and internal stakeholders.
- Ensure proper documentation and adherence to internal delivery processes.
- 4. Incident Management & Technical Support
- Take ownership of customer-reported integration incidents.
- Perform initial technical investigation and root cause analysis.
- Coordinate incident resolution with the appropriate technical teams.
- Manage issue severity, priority, escalation, and communication.
- Ensure critical customer issues receive appropriate attention.
- Document incident findings, resolutions, and preventive actions.
- Work toward reducing recurring production issues.
- 5. Integration Monitoring & Continuous Improvement
- Monitor integration health, API failures, scheduled jobs, and data synchronization processes.
- Identify recurring issues and opportunities for automation.
- Recommend improvements to integration architecture and operational workflows.
- Coordinate preventive maintenance and integration upgrades.
- Improve monitoring, alerting, troubleshooting, and support processes.
- Contribute to building a scalable post-go-live customer success framework.
- 6. Customer Communication & Stakeholder Management
- Serve as the primary technical contact for assigned customers.
- Conduct customer review meetings and technical discussions.
- Translate technical issues into clear business-friendly explanations.
- Work with customers to understand changing integration requirements.
- Communicate incident status, resolution plans, and expected timelines.
- Identify opportunities for additional integration enhancements and services.
- Collaborate with account management and delivery teams to improve the overall customer experience.
- 7. Documentation & Knowledge Management
- Maintain integration architecture and workflow documentation.
- Ensure proper handover documentation from implementation teams.
- Maintain troubleshooting guides, known-issue records, and support playbooks.
- Track API configurations, dependencies, and integration changes.
- Document customer-specific technical requirements and configurations.
- Build reusable knowledge resources to improve support efficiency.
- Required Technical Skills
- SaaS Integrations: Strong understanding of SaaS application integrations and integration lifecycle management.
- REST APIs: Hands-on experience with API authentication, JSON, webhooks, pagination, and error handling.
- Integration Troubleshooting: Ability to investigate failures, analyze logs, and diagnose synchronization issues.
- Technical Project Management: Experience coordinating technical teams, managing customer requests, and tracking deliverables.
- SQL: Working knowledge of database queries and data validation.
- Integration Platforms: Exposure to iPaaS platforms or workflow automation technologies.
- API Testing: Experience with Postman or equivalent tools.
- Incident Management: Experience handling production issues, escalations, and root cause analysis.
- Technical Documentation: Ability to understand and maintain integration specifications and support documentation.
- Good to Have
- Experience with Workato, MuleSoft, Boomi, Zapier, or similar integration platforms.
- Experience with JavaScript, Python, or Node.js.
- Knowledge of SaaS SDK integrations.
- Experience in customer success or technical account management.
- Familiarity with monitoring and alerting tools.
- Experience with CRM, ERP, or project management SaaS integrations.
- Exposure to SLA management and ITIL incident management practices.
- Knowledge of AI-assisted troubleshooting and integration monitoring.
- Experience working with global SaaS customers.
- Candidate Expectations
- Strong technical understanding of SaaS integrations.
- Ability to independently investigate and troubleshoot integration issues.
- Excellent customer-facing communication and presentation skills.
- Strong ownership and accountability for customer technical issues.
- Ability to manage multiple customer accounts and priorities.
- Proactive approach to identifying and resolving technical problems.
- Strong analytical, organizational, and problem-solving abilities.
- Ability to coordinate effectively with engineering and product teams.
- Customer-first mindset with a focus on long-term integration stability.
- Willingness to learn new SaaS platforms, integration frameworks, and AI-based automation tools.
- Willingness to work from the Chennai office during the 2:00 PM - 11:00 PM IST shift.
- Educational Qualification
- B.E. / B.Tech in Computer Science, Information Technology, or related disciplines, or equivalent relevant experience.
- Experience Required: Minimum 4 years of relevant experience in SaaS integrations, technical project management, implementation engineering, technical customer success, or integration support.
- to building a scalable post-go-live customer success framework.
6. Customer Communication & Stakeholder Management
- Serve as the primary technical contact for assigned customers.
- Conduct customer review meetings and technical discussions.
- Translate technical issues into clear business-friendly explanations.
- Work with customers to understand changing integration requirements.
- Communicate incident status, resolution plans, and expected timelines.
- Identify opportunities for additional integration enhancements and services.
- Collaborate with account management and delivery teams to improve the overall customer experience.
7. Documentation & Knowledge Management
- Maintain integration architecture and workflow documentation.
- Ensure proper handover documentation from implementation teams.
- Maintain troubleshooting guides, known-issue records, and support playbooks.
- Track API configurations, dependencies, and integration changes.
- Document customer-specific technical requirements and configurations.
- Build reusable knowledge resources to improve support efficiency.
Required Technical Skills
- SaaS Integrations: Strong understanding of SaaS application integrations and integration lifecycle management.
- REST APIs: Hands-on experience with API authentication, JSON, webhooks, pagination, and error handling.
- Integration Troubleshooting: Ability to investigate failures, analyze logs, and diagnose synchronization issues.
- Technical Project Management: Experience coordinating technical teams, managing customer requests, and tracking deliverables.
- SQL: Working knowledge of database queries and data validation.
- Integration Platforms: Exposure to iPaaS platforms or workflow automation technologies.
- API Testing: Experience with Postman or equivalent tools.
- Incident Management: Experience handling production issues, escalations, and root cause analysis.
- Technical Documentation: Ability to understand and maintain integration specifications and support documentation.
Good to Have
- Experience with Workato, MuleSoft, Boomi, Zapier, or similar integration platforms.
- Experience with JavaScript, Python, or Node.js.
- Knowledge of SaaS SDK integrations.
- Experience in customer success or technical account management.
- Familiarity with monitoring and alerting tools.
- Experience with CRM, ERP, or project management SaaS integrations.
- Exposure to SLA management and ITIL incident management practices.
- Knowledge of AI-assisted troubleshooting and integration monitoring.
- Experience working with global SaaS customers.
Candidate Expectations
- Strong technical understanding of SaaS integrations.
- Ability to independently investigate and troubleshoot integration issues.
- Excellent customer-facing communication and presentation skills.
- Strong ownership and accountability for customer technical issues.
- Ability to manage multiple customer accounts and priorities.
- Proactive approach to identifying and resolving technical problems.
- Strong analytical, organizational, and problem-solving abilities.
- Ability to coordinate effectively with engineering and product teams.
- Customer-first mindset with a focus on long-term integration stability.
- Willingness to learn new SaaS platforms, integration frameworks, and AI-based automation tools.
- Willingness to work from the Chennai office during the 2:00 PM - 11:00 PM IST shift.
Educational Qualification
B.E. / B.Tech in Computer Science, Information Technology, or related disciplines, or equivalent relevant experience.
Experience Required: Minimum 4 years of relevant experience in SaaS integrations, technical project management, implementation engineering, technical customer success, or integration support.
Required Skills
Project Coordination SaaS Integration REST API Customer Onboarding Solution Consulting SQL Python Delivery Management
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Incident ManagementcrmTechnical SupportTroubleshootingPythonERPSQLPreventive MaintenanceInformation TechnologySLA Management
About Mako IT Lab
Mako IT Lab
IT Services & Consulting
51-200
employees
2015
11 years old
Newark, New Jersey
United States
About
Mako IT Lab, founded in 2013, is a software development company dedicated to delivering custom software solutions for businesses of all sizes worldwide. Leveraging cutting-edge technologies and the power of AI, our highly skilled team has helped clients across the globe transform their ideas into innovative, efficient, and cost-effective solutions. Partner with us for scalable, future-ready solutions tailored to meet all your IT needs.
Industries
IT Services & Consulting
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