Technical Account Manager
About Zluri:
Zluri is a cloud-native SaaSOps platform enabling modern enterprises with SaaS Management and Identity Governance. Zluri empowers IT and Security teams to gain visibility into their SaaS landscape, unlock recurring savings, & securely govern access with provisioning and de-provisioning. Zluri’s technology is powered by a deep discovery engine, in-built iPaas and its evolving AI, enabling companies to easily navigate & control complex SaaS ecosystems.
Trusted by over 250 global customers, Zluri is committed to delivering innovative, reliable, and scalable solutions that empower organizations to optimize their SaaS usage, ensure compliance, and enhance identity governance practices.
We’re a Series B-funded organization and is backed by stellar investors like Lightspeed India, Mass Mutual Ventures, Endiya Partners, and Kalaari Capital.
You can read more about why we are building Zluri here - https://www.zluri.com/blog/why-zluri-why-now/.
Job Brief:
A Technical Account Manager (TAM) is a customer-facing role responsible for managing the technical aspects of a customer's relationship with a company. The primary focus of a TAM is to ensure that the customer's technical needs are met and that their experience with the company's products or services is positive.
Key responsibilities of a Technical Account Manager include:
Building and maintaining strong customer relationships as their primary point of contact for technical issues and questions.
Collaborating with customers to understand their technical requirements and working with internal teams to develop solutions that meet those needs.
Providing technical guidance and support to customers, including troubleshooting and problem-solving assistance.
Managing the implementation of new products or services for customers, and ensuring a smooth transition from sales to operations.
Conducting regular check-ins with customers to assess their satisfaction with the company's products and services and identifying opportunities for improvement.
Developing and delivering technical presentations and training sessions to customers, helping them to understand the capabilities and benefits of the company's products and services.
Communicating customer feedback and requirements to internal teams, and advocating for customer needs within the organisation.
Tracking and reporting on key customer satisfaction, technical support, and product usage metrics.
To be successful as a Technical Account Manager, candidates should have a strong technical background, excellent communication and interpersonal skills, and experience working in a customer-facing role.
Previous SaaS experience is a plus.
Maintain detailed records of customer interactions, troubleshooting steps, and resolved issues to build a knowledge base.
Share insights and common resolutions with the team to improve overall support efficiency.
Contribute to internal knowledge bases and FAQs to assist in faster resolution of common problems.
Good-to-Have Skills and Knowledge:
Ticketing Tools Proficiency: Experience with Freshdesk, Zendesk, and Jira for tracking and managing customer issues.
Communication Skills: Strong written and verbal communication skills to effectively interact with customers and internal teams.
Problem-Solving Skills: Quickly understanding customer issues and identifying appropriate solutions or escalations.
Technical Acumen: Understanding of SaaS applications and common technical issues may arise, enabling more effective initial troubleshooting.
Collaboration Skills: Ability to work effectively in a team environment, collaborating with different departments to ensure customer satisfaction.