Job
Description
Redefine the future of customer experiences. One conversation at a time. We re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans. Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service , our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication. If you re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you re in the right place. Build Amazing - Deliver Amazing - Live Amazing - Be Amazing Nextiva is seeking an experienced and highly skilled support engineer or systems administrator with an overall 3-4 years of experience, to join us as Technical Account Manager, Senior for our enterprise customer in this role, youll provide personalized, proactive technology engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete portfolio of product. As a Senior Technical Account Manager, you will provide a level of premium advisory-based support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customers environments, facilitating collaboration with their other vendors, and advocating on the customers behalf. At the same time, youll work closely with our Engineering, Product Management, Support, Sales Services teams to debug, test, and resolve issues. The location for this role is based in Bangalore. Responsibilities Primarily supporting assigned customers related to platform training, helping with the reports, taking calls Coordination with dev, sales, support Perform initial or secondary investigations and respond to online and phone support requests. Manage customer cases and maintain clear and concise case documentation Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings Provide ad-hoc Technical Support to key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings Liaise with clients alongside the Account Manager, representing products from both a technical and software integration perspective Manage technical communications with client s technical team, project team, customer services team and senior executives Proactively resolve business technical problems Work collaboratively with the designated account team to ensure excellent customer service is offered consistently Work with Sales team to identify new opportunities within existing relationships, either due to white space or new product/service offerings Work with global front-line support teams for technical escalation and issue management Meet with existing customers for regular and ad-hoc service-related reviews Maintain expert knowledge of product Enter case information into the CRM to ensure appropriate resolution management Requirements A bachelors degree in computer science or engineering Experience in technical support. Good technical and product knowledge Good critical thinking and problem-solving skills Excellent reading and writing skills in English Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support Nextiva DNA (Core Competencies) Nextiva s most successful team members share common traits and behaviors: Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success. Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking , and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies. Right Attitude : They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams. Total Rewards Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office. Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. Medical - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity. Group Term Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible external means. Coverage Type - Employee Only Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000 Free Cover Limit - 1.5 Crore Work-Life Balance - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays Financial Security - Provident Fund Gratuity Wellness - Employee Assistance Program and comprehensive wellness initiatives Growth - Access to ongoing learning and development opportunities and career advancement At Nextiva, were committed to supporting our employees health, well-being, and professional growth. Join us and build a rewarding career! Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what s going on at Nextiva, check us out on Instagram , Instagram (MX) , YouTube , LinkedIn , and the Nextiva blog . #LI-MM1 #LI-Onsite
