Technical Account Manager

About the Role

We are looking for a customer-focused and technically strong Technical Account Manager to manage and grow strategic enterprise client relationships across the Banking, BFSI, Fintech, and B2B SaaS ecosystem.

This role sits at the intersection of account management, technical solutioning, delivery coordination, customer success, and commercial growth.

The ideal candidate will act as a trusted advisor to enterprise customers, ensuring successful product adoption, smooth post-sales engagement, effective issue resolution, and identification of expansion opportunities. The role will involve close collaboration with Sales, Product, Implementation, Support, Engineering, and Customer Success teams.

Key Responsibilities

Account Ownership & Relationship Management

• Own and manage a portfolio of strategic enterprise accounts.
• Build strong relationships with business, operations, product, and technology stakeholders.
• Act as the primary point of contact for post-sales technical and functional engagement.
• Conduct regular governance calls, service reviews, and business reviews with customers.
• Develop a strong understanding of customer objectives, challenges, and evolving requirements.

Technical Advisory & Solution Enablement

• Understand customer workflows, use cases, integrations, and business objectives to drive effective product adoption.
• Translate customer requirements into actionable technical and operational plans in collaboration with internal teams.
• Advise customers on best practices for implementation, configuration, integration, and product usage.
• Support customers in troubleshooting technical issues and coordinate with Product and Engineering teams for resolution.
• Participate in discussions related to APIs, platforms, workflows, and integrations.

Delivery Coordination & Issue Resolution

• Partner with Implementation, Support, Product, and Engineering teams to ensure smooth onboarding and ongoing delivery.
• Track open issues, risks, dependencies, and customer commitments.
• Proactively communicate updates and manage customer expectations.
• Handle escalations effectively and drive timely resolution within agreed SLAs.
• Ensure commitments made to customers are tracked and fulfilled through structured follow-ups.

Growth, Retention & Commercial Support

• Identify upsell, cross-sell, and expansion opportunities within existing accounts.
• Partner with Sales and leadership teams on renewal planning, account growth, and retention strategies.
• Support proposals, change requests, solution enhancements, and commercial discussions.
• Identify opportunities to increase product adoption and wallet share within strategic accounts.

Customer Success & Value Realization

• Monitor account health, product adoption, usage trends, and customer satisfaction indicators.
• Help customers realize measurable business outcomes through deeper product adoption and process improvements.
• Identify potential risks to customer retention and proactively work towards resolution.
• Align product capabilities with evolving customer business requirements.

Internal Collaboration & Reporting

• Maintain accurate account updates, meeting notes, risk logs, and opportunity tracking in CRM and other relevant tools.
• Work closely with Sales, Product, Operations, Support, Compliance, and Engineering teams.
• Prepare account plans, QBRs, dashboards, and executive summaries for internal and external stakeholders.
• Share customer feedback and insights with Product and Engineering teams to support continuous improvement.