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**Job Description:** As a Technical Account Manager at Freshworks, you will serve as a strategic and technical advisor for high-value customers subscribed to Freshworks Premium Support Services. This role demands a unique blend of deep technical knowledge, customer-centric thinking, and cross-functional collaboration to drive long-term customer success. **Key Responsibilities:** - Own the end-to-end resolution of customer issues, ensuring adherence to strict SLAs and premium service expectations. - Serve as a trusted advisor and advocate for customers, offering guidance on best practices, configuration, integrations, and use cases. - Conduct regular technical business reviews to assess support performance and product value realization. - Lead strategic initiatives and implementation projects aimed at maximizing ROI and product adoption. - Work closely with Product, Engineering, and Customer Success teams to relay customer feedback, influence roadmap decisions, and deliver holistic solutions. - Monitor account health metrics and proactively flag risks with mitigation strategies. You will collaborate across time zones and shifts to support global customers effectively. **Qualifications:** **Must-haves:** - 4+ years of experience in customer-facing technical support, technical account management, or a similar role. - Excellent written and verbal communication skills with a clear and structured approach to problem-solving. - Strong customer-first attitude with proven success in managing large enterprise accounts. - Ability to comprehend complex technical ecosystems (APIs, integrations, cloud platforms). - Exposure to ITIL best practices and familiarity with service management principles. - Foundational networking knowledge (DNS, TCP/IP, VPN, firewalls, etc.). You should have the ability to work flexible shifts and support customers across global time zones. **Preferred:** - Experience in SaaS or enterprise software environments. - Familiarity with Freshworks product suite or similar tools (e.g., Zendesk, Salesforce, ServiceNow). - Technical certifications in cloud platforms, ITSM, or networking are a plus. **Company Description:** At Freshworks, the goal is to create uncomplicated service software that delivers exceptional customer and employee experiences. Over 72,000 companies trust Freshworks customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. With a people-first approach to AI, Freshworks aims to make employees more effective and organizations more productive. Join the team in building a fresh vision for the world. (Note: Please follow the steps mentioned in the "How to apply for this opportunity " section to apply for this position at Uplers' client - Freshworks) **Job Description:** As a Technical Account Manager at Freshworks, you will serve as a strategic and technical advisor for high-value customers subscribed to Freshworks Premium Support Services. This role demands a unique blend of deep technical knowledge, customer-centric thinking, and cross-functional collaboration to drive long-term customer success. **Key Responsibilities:** - Own the end-to-end resolution of customer issues, ensuring adherence to strict SLAs and premium service expectations. - Serve as a trusted advisor and advocate for customers, offering guidance on best practices, configuration, integrations, and use cases. - Conduct regular technical business reviews to assess support performance and product value realization. - Lead strategic initiatives and implementation projects aimed at maximizing ROI and product adoption. - Work closely with Product, Engineering, and Customer Success teams to relay customer feedback, influence roadmap decisions, and deliver holistic solutions. - Monitor account health metrics and proactively flag risks with mitigation strategies. You will collaborate across time zones and shifts to support global customers effectively. **Qualifications:** **Must-haves:** - 4+ years of experience in customer-facing technical support, technical account management, or a similar role. - Excellent written and verbal communication skills with a clear and structured approach to problem-solving. - Strong customer-first attitude with proven success in managing large enterprise accounts. - Ability to comprehend complex technical ecosystems (APIs, integrations, cloud platforms). - Exposure to ITIL best practices and familiarity with service management principles. - Foundational networking knowledge (DNS, TCP/IP, VPN, firewalls, etc.). You should have the ability to work flexible shifts and support customers across global time zones. **Preferred:** - Experience in SaaS or enterprise software environments. - Familiarity with Freshworks product suite or similar tools (e.g., Zendesk, Salesforce, ServiceNow). - Technical certifications in cloud platforms, ITSM, or networking are a plus. **Company Description:** At Freshworks, the goal is to create unc
