Technical Account Manager

About the role

We are seeking a dynamic and experienced Technical Account Manager (TAM) to

join our Business & Growth-Enterprise team. The TAM will serve as a key point of

contact for our enterprise customers, ensuring successful deployment, adoption, and

optimization of our communication solutions. This role requires a blend of technical

expertise, project management, and customer engagement skills.

Key Responsibilities

• Act as a dedicated technical liaison between customers and internal teams,

ensuring seamless service delivery and issue resolution.

• Build and maintain strong, long-term relationships with key clients to foster

trust and loyalty with regular in person meetings with CXO's.

• Understand the unique needs, goals, and business objectives of each key

account.

• Coordinate with cross-functional teams (Product, Engineering, Support, and

Operations) to address customer requirements and resolve technical

challenges.

• Lead the onboarding process for new clients, ensuring successful integration

with our CPaaS solutions.

• Develop strategic plans to align Onextel products and services with client

needs, aiming to increase client satisfaction and profitability.

• Act as the main point of contact for clients to address issues, handle

complaints, and resolve problems effectively.

• Provide technical training and documentation to clients to enhance product

understanding and usage.

• Lead sales negotiations with critical clients and identify opportunities for up-

selling and cross-selling.

• Serve as a liaison between the client and various internal departments, such

as marketing, sales, and logistics, to ensure seamless service delivery.3

Job Description | Onextel Limited

• Monitor key account metrics, analyze data, and provide reports to top

management.

• Assist in the development and execution of service improvement plans.

• Analyze customer feedback and usage data to identify opportunities for

upselling and cross-selling additional services.

• Ensure deadlines are met and that clients receive the correct products and

services on time.

• Stay updated on CPaaS industry trends and emerging technologies to provide

strategic guidance to customers.

Required Skills and Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related

field.

• 5-7 years of experience in Technical Account Management, Service Delivery,

or a similar customer-facing technical role, preferably in CPaaS, Telecom, or

SaaS domains.

• Strong understanding of messaging technologies (SMS, Voice, WhatsApp,

RCS, APIs) and cloud communication platforms.

• Hands-on experience with API integrations (REST/SOAP), SMPP, and

troubleshooting tools.

• Excellent project management and organizational skills with the ability to

manage multiple accounts simultaneously.

• Strong problem-solving skills with a proactive and customer-centric approach.

• Exceptional communication and interpersonal skills to build trusted

relationships with customers and internal teams.

• Ability to work in a fast-paced, dynamic environment and adapt to changing

customer needs.

Preferred Qualifications:

• Knowledge of DLT compliance, telecom regulations, and security standards in

India.

• Certifications in project management (PMP, ITIL) or cloud technologies.

• Experience with monitoring and reporting tools.