Technical Account Manager

Full Time

Company profile: srinsofttech.com/contact.html

Primary Skillset:

Design background

Any Tool knowledge in Mech/Manufacturing Industry - Ex: Inventor, Creo, Revit

Roles:

1. Customer Relationship Management

Serve as the primary technical point of contact

Build and maintain strong, long-term relationships by understanding customers' business needs and technical environments.

Act as a trusted advisor, ensuring customers achieve maximum value from the product.

2. Technical Support & Guidance

Troubleshoot, resolve, and escalate complex technical issues in collaboration with support and engineering teams.

Provide proactive guidance, best practices, and technical recommendations tailored to the customers use case.

Conduct regular health checks on customer environments to ensure smooth operation.

3. Customer Success & Retention

Timely update on deliverables to the customer and work with planning team and get the release dates.

Drive product adoption by ensuring customers are trained and confident in using the solution.

Monitor customer usage and proactively address gaps to prevent churn.

Ensure successful renewals and contribute to upselling/cross-selling opportunities in collaboration with the sales team.

4. Onboarding & Enablement

Support new customer onboarding with product setup, configuration, and integration.

Deliver technical workshops, demos, and training sessions.

Create and maintain customer-facing documentation and resources.

5. Business Alignment

Translate customer needs into product/feature requests and relay insights to product teams.

Partner with sales, product, and support to align customer goals with business outcomes.

Participate in QBRs (Quarterly Business Reviews) with customers to demonstrate value and roadmap alignment.

6. Performance & Metrics

Track KPIs such as adoption rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and retention.

Maintain detailed account plans and provide regular status reports to internal stakeholders.

Identify risks early and implement mitigation strategies.

Maintain a knowledge base based on the information / New scenarios from the customer troubleshooting session

Collect all new requirements and consider for product enhancement as per the roadmap

Core Skills Needed

Strong technical knowledge of the product/platform.

Excellent communication and relationship management skills.

Business acumen to align product use with customer goals.

Problem-solving and escalation management.

Technical Account Manager