Technical Account Manager

Karix; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Karix is seeking an experienced professional to manage existing key accounts and address complex customer issues, while driving customer satisfaction and retention. The role requires collaboration with internal teams to resolve escalations and ensure on-time project delivery.

Ideal candidates will have 4-5 years in customer support or technical account management, with an engineering degree in CS or electronics.

Qualifications

• 4-5 years of experience in Customer Support or Technical Account Management.
• Engineering Graduate in Computer Science or Electronics.
• Proactive, Self-Motivated.
• Analytical mindset with focus on client requirements.
• Takes initiative and accountability.
• Team Player and actively contribute in the team.

Responsibilities

• Managing the existing key accounts.
• Investigate and solve complex and long overdue problems faced by customer and forwarded by the customer support desk.
• Manage escalated customer complaints and major incidents.
• Collaborate with internal teams for escalations or critical issues and extend support to retain the customer business.
• Maintain accurate records of discussions or correspondence with customers.
• Analyze statistics and other data to determine the level of customer service.
• Build and grow good client relationships to ensure retention and business growth.
• Liaise with internal teams to ensure resource availability for on-time project delivery.
• Maximize revenue from existing accounts and develop new accounts within current clients.
• Collaborate with internal business teams to discuss possible improvements to customer service.
• Conduct regular review meetings with customers to discuss issues.
• Prepare weekly MIS including project status report.

Skills

Customer management

Account management

Communication

Problem solving

Team player

Education

Engineering degree in Computer Science or Electronics

Job description

About the Role:

Responsible to manage, oversee, and address technical needs for clients / customers along with promoting a positive vision for the organization.

What you’ll be Responsible for?

• Managing the existing key accounts
• Investigate and solve complex and long overdue problems faced by customer and forwarded by the customer support desk
• Manage escalated customer complaints her major incidents
• Collaborate and work with internal teams for escalations or critical issues and extend support to retain the customer business
• Responsible to maintain accurate records of discussions or correspondence with customers
• Analyze statistics and other data to determine the level of customer service being provided by the organization
• To build and grow good client relationship to ensure retention and business growth.
• To liaise with internal teams to ensure resource availability for on-time project delivery
• To maximize revenue from existing accounts and develop new accounts within current clients
• Collaborate with internal business teams to discuss on possible improvements to customer service
• Conduct regular review meetings with customers to discuss on issues
• Prepare weekly MIS including project status report

What You’d have?

• 4-5 years of experience in Customer Support, Technical Account Management. Preferably from Telecom, IT
• Engineering Graduate in Computer Science or Electronics
• Proactive, Self-Motivated
• Analytical mindset to solve issues with focus on client/customer requirement
• Takes initiative and accountability
• Team Player and actively engage and contribute in the team
• Ability to manage timelines effectively
• Must have attention to detail
• Flexible to work in 24x7 environment
• Excellent communication in English (written & verbal) and interpersonal skills

Impactful Work:

Play a pivotal role in safeguarding Karix’s assets, data, and reputation in the industry.

Tremendous Growth Opportunities:

Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.

Innovative Environment:

Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees