Technical Accounts Manager

Hexnode

6 - 10 years

7 - 11 Lacs

chennai

Posted:-1 days ago| Platform:

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Skills Required

product management analytical skills sales relationship building customer retention account management customer engagement troubleshooting product support monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Engagement & Retention

Proactive calling customers and understanding their pain points
Act as a strategic partner between CSMs and Product Support Engineers.
Take full ownership of assigned customers, ensuring their continued success and satisfaction.
Have an in-depth understanding of each customer s environment, business use case, and pain points.
Maintain the Customer Environment Intelligence Document (CEID) for a readily available reference on customer business use cases, technical architecture, special requests, and recurring issues.
Act as a customer advocate, ensuring their needs are heard by development, QA, and product teams.

Proactive Risk Mitigation & Customer Health Monitoring

Identify early warning signs of potential churn by analyzing various inputs from tools, internal teams, and self-driven research.
Call and engage with customers proactively to mitigate potential issues before they escalate.
Collaborate with CSMs, Support, and Sales teams to develop strategies for improving customer retention.
Conduct high-level troubleshooting to assess whether an issue requires deeper investigation by the support team.

Reporting & Data-Driven Insights

Generate and provide reports to management, offering insights into:
Customers at risk of churn and strategies to retain them.
Customers requiring additional hand-holding or proactive engagement.
Opportunities for upselling paid services to enhance customer experience.
Utilize data analytics and customer feedback to drive continuous improvements in customer success strategies.

Requirements

Strong analytical skills to assess customer health and provide actionable insights.
Excellent communication and relationship-building skills to engage with customers effectively.
Ability to work cross-functionally with Customer Success, Support, Sales, and Product teams.
Experience in customer success, technical account management, or a similar role.
A proactive and strategic mindset focused on long-term customer retention.

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