Technical Account Manager

Technical Account Manager
Full Time

Company profile:

Primary Skillset:
Design background
Any Tool knowledge in Mech/Manufacturing Industry - Ex:
Inventor, Creo, Revit

Roles:
1. Customer Relationship Management
○ Serve as the primary technical point of contact
○ Build and maintain strong, long-term relationships by understanding customers' business needs and technical environments.
○ Act as a trusted advisor, ensuring customers achieve maximum value from the product.
2. 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 the customer’s use case.
○ Conduct regular health checks on customer environments to ensure smooth operation.
3. Customer Success & Retention
○ Timely update on deliverables to the customer and work with planning team and get the release dates.
○ Drive product adoption by ensuring customers are trained and confident in using the solution.
○ Monitor customer usage and proactively address gaps to prevent churn.
○ Ensure successful renewals and contribute to upselling/cross-selling opportunities in collaboration with the sales team.
4. Onboarding & Enablement
○ Support new customer onboarding with product setup, configuration, and integration.
○ Deliver technical workshops, demos, and training sessions.
○ Create and maintain customer-facing documentation and resources.
5. Business Alignment
○ Translate customer needs into product/feature requests and relay insights to product teams.
○ Partner with sales, product, and support to align customer goals with business outcomes.
○ Participate in QBRs (Quarterly Business Reviews) with customers to demonstrate value and roadmap alignment.
6. Performance & Metrics
○ Track 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.
○ Maintain a knowledge base based on the information / New scenarios from the customer troubleshooting session
○ Collect all new requirements and consider for product enhancement as per the roadmap
Core Skills Needed

• Strong technical knowledge of the product/platform.

• Excellent communication and relationship management skills.

• Business acumen to align product use with customer goals.
Problem-solving and escalation management.