Key Account Manager - CS

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About DoubleTick:

DoubleTick is a Multi-Number Conversational Intelligence and WA CX Platform designed specifically to enable Frontline Executives, Sales Teams, Relationship Managers, Dealerships, Retail Stores WhatsApp Handles and centralise, govern, automate and scale Customer Experience using Business Messaging on WhatsApp by helping brands unlock the true voice of the customer and control CX across 1000s of these individual WhatsApp handles. It boosts operational efficiency by enabling AI Bots, automations, WhatsApp Voice, centralized WhatsApp broadcast and analytics across all WhatsApp handles of the organization.DoubleTick is recognised as Emerging Technology Partner of the Year by Meta @ WhatsApp Business Summit 2025. Backed by InfoEdge Ventures and BeeNext Singapore, DoubleTick serves over 10,000+ businesses in India and UAE across 100+ verticals. Brands using DoubleTick include IDFC First Bank, MakeMyTrip, Bajaj Finserv, AngelOne, Piramal Finance, Kotak Securities, upGrad, Royal Enfield, CoinDCX, D-Link, ForeverMark, GRT Jewellers, Jaro, SabyaSachi, DarGlobal and more.

For more details, check out our website :https://doubletick.io

Job Overview:

You will be stepping into a fast & advanced learning, high-effort - high-growth environment with potential career-transforming opportunities.

Your key competencies should consist :

• Strong understanding of SaaS products- its features, functionalities, and integrations ecosystem.
• Excellent communication skills, both written and verbal, to interact effectively with customers. This includes active listening, empathy, and clarity in explanations.
• Patience and the ability to remain calm and composed, especially when dealing with frustrated or upset customers.
• Strong problem-solving skills and analytical ability to address customer concerns and find appropriate solutions promptly.
• Continuous hunger to learn and stay updated on the product's latest features, updates, and enhancements.
• Ability to articulate complex automation and workflow concepts in a simple and understandable manner to customers of varying non-technical backgrounds.
• Ability to collaborate with cross-functional teams such as product development, sales, and marketing to provide comprehensive support to customers.
• Sharing insights and feedback gathered from customer interactions to contribute to product improvement and enhancement.
• Ability to manage multiple customer inquiries simultaneously while ensuring timely responses and resolutions.
• Prioritizing tasks based on urgency and impact on customer satisfaction.
• Being adaptable to evolving processes, technologies, and customer needs in a fast-paced SaaS environment.
• Resilience in handling high-pressure situations and maintaining a positive attitude even during challenging times.
• Attention to detail in documenting customer issues, resolutions, and any follow-up actions taken.
• Conducting testing and replication of reported issues to verify resolutions and prevent recurrence.
• Proficiency in basic troubleshooting of technical issues related to DoubleTick [bugs, errors, and user interface problems].
• Proficiency in utilizing available tools to achieve high efficiency and timely responses to customers.

Preferred Qualification:

• Bachelor's degree in Computer Science, Computer Engineering, or a related field; Master's degree preferred.
• Minimum of 1+ year of experience in Customer support or relationship management or account management, or technical support, ideally in a SaaS environment.
• Strong problem-solving skills and ability to handle complex technical queries.
• Excellent communication and customer service skills.
• Deep understanding of software, databases, and cloud technologies.
• Proficiency in ticketing and chat software.
• Ability to work independently and in a fast-paced startup environment.

Why Work With Us

• Accelerated Career Growth

  Fast-track your way into leadership roles with a clear growth path.

• Challenging Work Environment

  Collaborate with large enterprises and solve complex technology problems.

• Career Flexibility

  Explore transitions into roles like Product Manager and beyond.

• Supportive Culture

  Work with a friendly, approachable team and management that values people.

• Founder-Led Exposure

  Get a front-row seat to the startup journey and work closely with the founding team.

• Sharpen Customer-Centric Skills

  Gain hands-on experience and build strong customer-facing and problem-solving skills.

• Hands-On Innovation

  Be directly involved

  in AI bot creation, prompt engineering, and cutting-edge customer engagement solutions.