Technical Account Manager
- Kapture Cx
- 2 - 5 years
- Bengaluru
- 11 days ago
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Job Description
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 platforms 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 we'll 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 we'll 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.
Job Classification
Industry: InternetFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Practice Manager / HeadEmployement Type: Full timeContact Details:
Company: Kapture CxLocation(s): Bengaluru+ View Contact
Keyskills: Automation Product engineering Diagnostics Debugging Customer service Troubleshooting Technical support Client management SQL CRM
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