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▷ (Only 24h Left) Technical Account Manager

▷ (Only 24h Left) Technical Account Manager

Kapture CXIndia
9 hours ago
Job description

Role Overview :

As a Technical Account Manager, you will be the go-to technical advisor and problem-solver for our clients, ensuring their success in using Kapture’s platform. You will be responsible for managing complex technical issues, implementing solutions, and providing world-class customer service. You will work closely with both internal teams and clients to maintain a high level of customer satisfaction and build long-lasting relationships. This role requires a combination of technical expertise, communication skills, and the ability to manage multiple priorities.

Key Responsibilities :

1) Client Onboarding & Integration Support :

  • Provide expert guidance and hands-on support during client onboarding to ensure a smooth integration with Kapture’s platform.
  • Collaborate with clients to understand their technical requirements and recommend tailored solutions to address their business needs.
  • Lead API integrations, leveraging tools like Postman, cURL, and JSON payloads to ensure seamless system interactions.

2) Technical Support & Troubleshooting :

  • Act as the primary point of contact for technical queries, issues, and escalations from clients.
  • Investigate and resolve technical issues quickly, working with internal engineering and product teams to provide timely solutions.
  • Utilize tools like Kafka (event streaming), Grafana (performance monitoring), and Sentry (error tracking) to diagnose and address technical problems proactively.

    • 3) Client Relationship Management :

  • Build strong, trusted relationships with clients, acting as their advocate within Kapture.
  • Provide regular updates and technical insights to clients, ensuring they are informed about the platform's features, updates, and improvements.
  • Manage ongoing client communication, keeping clients satisfied and ensuring their technical needs are met consistently.

    • 4) Proactive Technical Strategy & Optimization :

  • Identify opportunities to optimize client processes through Kapture’s solutions, offering technical recommendations for improvements.
  • Conduct periodic health checks and performance reviews to ensure clients are fully leveraging the platform’s capabilities.
  • Develop and deliver tailored strategies to ensure clients achieve maximum ROI on their investment in Kapture’s platform.

    • 5) Collaboration & Cross-Functional Support :

  • Collaborate with Sales, Product, Engineering, and Support teams to ensure alignment and smooth delivery of technical solutions.
  • Provide technical insights and feedback to the product team to influence the development of new features and enhancements.
  • Assist in the creation and refinement of technical documentation, including troubleshooting guides, best practices, and knowledge base articles.

    • 6) Documentation & Reporting :

  • Maintain accurate and detailed records of client interactions, technical issues, and resolutions.
  • Prepare regular reports on client health, open issues, and overall satisfaction, providing leadership with valuable insights into account status.
  • Document Root Cause Analyses (RCAs) for significant incidents and ensure that corrective actions are tracked and implemented.

    • What You’ll Need in Your Toolkit :

  • API Integration Expertise : Hands-on experience with API integrations using tools such as Postman, cURL, and working with JSON payloads.
  • Error Debugging Skills : Strong diagnostic skills to inspect logs, trace errors, and implement fixes quickly using advanced tools and techniques.
  • Tech Stack Proficiency : Experience with technologies like Kafka (for event streaming), Grafana (for performance monitoring), Sentry (for error tracking), and similar tools to optimize and resolve technical challenges.
  • Excellent Client Management Skills : Proven ability to build relationships, manage client expectations, and communicate technical concepts to both technical and non-technical stakeholders.
  • Problem-Solving Aptitude : Ability to identify the root cause of issues and implement effective solutions, ensuring the success and satisfaction of clients.
  • CRM Expertise (Bonus) : Familiarity with CRM systems (Salesforce, HubSpot, etc.), particularly in handling customer data and processes.
  • Database Knowledge (Bonus) : Experience with SQL / NoSQL databases, including writing and optimizing queries, as well as understanding data structure and flow.
  • Chatbot & Automation Experience (Bonus) : Familiarity with chatbot technologies and AI-driven automation to enhance the client experience.
  • Documentation Skills : Ability to document technical issues, solutions, and root cause analyses (RCAs) clearly and concisely.

    • Who You Are :

  • Client-Centric : You are passionate about helping clients solve their technical challenges and ensuring their success with the Kapture platform.
  • Technically Proficient : You have a strong technical background and can seamlessly translate complex technical problems into actionable solutions.
  • Effective Communicator : You are an excellent communicator, able to explain technical concepts clearly to both technical and non-technical audiences.
  • Collaborative : You work well with cross-functional teams and are comfortable working in a fast-paced, dynamic environment.
  • Proactive : You anticipate client needs and issues, addressing them before they escalate.

    • Why Join Kapture CX :

  • Be part of a dynamic and fast-growing company shaping the future of CX automation.
  • Work with a diverse and talented team, including product, engineering, and customer success experts.
  • Enjoy a competitive compensation package with performance bonuses.
  • Get opportunities for growth and development in a cutting-edge field.
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