Associate Technical Account Manager

GEP; Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

GEP is seeking a Technical/Functional Consultant to support a defined set of 10–12 accounts within the Customer Success function. You will guide customers in operational usage, manage steady-state handoffs, and communicate product enhancements to improve adoption and satisfaction.

You will collaborate with PMG and internal teams to shape feature design, monitor health metrics, and drive timely resolutions to incidents and change requests.

Qualifications

• 5-8 years of experience in IT services or consulting industry.
• Good Communication.
• Customer Management Skills.
• Ability to document action items correctly and drive them to closure.
• Willingness to drive things to closure irrespective of the odds.
• Ability to liaise with various internal teams.

Responsibilities

• Act as a Technical/Functional Consultant to the Customer Success Manager for an allocated set of 10–12 accounts, providing functional guidance, operational insights, and support for customer discussions and QBRs.
• Own the management of Steady-State Accounts following a structured Knowledge Transfer from the Implementation team, ensuring all hand-off criteria are met, including formal client sign-offs, open issues, and pending action items.
• Maintain strong release-to-release knowledge of S2P Products and proactively communicate relevant product enhancements and their operational benefits to customers.
• Partner with PMG and other internal teams during the feature design process, bringing customer and business process perspectives to improve usability and adoption.
• Take ownership of monitoring and reporting “Operational Health Metrics” such as Adoption, SLA Reports, and CSI. Identify potential risks and drive appropriate actions with internal and external stakeholders.
• Lead and coordinate RCAs and high-severity issues in collaboration with PMG, Engineering, and CST teams, ensuring timely resolution and regular monitoring of Incident and Problem SLAs.
• Drive change enablement for major product features through proactive customer training, webinars, workshops, and relevant communication collateral to ensure effective adoption.
• Lead and manage the execution of Change Requests in collaboration with Ops Analysts/Sr. Analysts and/or the CIT team, ensuring effective planning, stakeholder coordination, and timely closure.
• Provide guidance and support to team members on complex customer issues, operational challenges, and process-related matters, ensuring consistent and high-quality service delivery.
• Identify opportunities to improve customer experience, operational efficiency, and product adoption across assigned accounts, and work with relevant teams to implement improvements.

Skills

Communication

Customer management

Documentation

Closure mindset

Stakeholder coordination

Job description

Roles and Responsibilities :

• Act as a Technical/Functional Consultant to the Customer Success Manager for an allocated set of 10–12 accounts, providing functional guidance, operational insights, and support for customer discussions and QBRs.
• Own the management of Steady-State Accounts following a structured Knowledge Transfer from the Implementation team, ensuring all hand-off criteria are met, including formal client sign-offs, open issues, and pending action items.
• Maintain strong release-to-release knowledge of S2P Products and proactively communicate relevant product enhancements and their operational benefits to customers.
• Partner with PMG and other internal teams during the feature design process, bringing customer and business process perspectives to improve usability and adoption.
• Take ownership of monitoring and reporting “Operational Health Metrics” such as Adoption, SLA Reports, and CSI. Identify potential risks and drive appropriate actions with internal and external stakeholders.
• Lead and coordinate RCAs and high-severity issues in collaboration with PMG, Engineering, and CST teams, ensuring timely resolution and regular monitoring of Incident and Problem SLAs.
• Drive change enablement for major product features through proactive customer training, webinars, workshops, and relevant communication collateral to ensure effective adoption.
• Lead and manage the execution of Change Requests in collaboration with Ops Analysts/Sr. Analysts and/or the CIT team, ensuring effective planning, stakeholder coordination, and timely closure.
• Provide guidance and support to team members on complex customer issues, operational challenges, and process-related matters, ensuring consistent and high-quality service delivery.
• Identify opportunities to improve customer experience, operational efficiency, and product adoption across assigned accounts, and work with relevant teams to implement improvements.

Job Requirements :

• 5-8 years of experience in IT services or consulting industry.
• Good Communication.
• Customer Management Skills.
• Ability to document action items correctly and drive them to closure.
• Willingness to drive things to closure irrespective of the odds.
• Ability to liaise with various internal teams