Technical Account Manager

Mako IT Lab Pvt Ltd.; Chennai; Presencial; INR 1 200 000 - 2 000 000; Tempo integral

Resumo da oferta

Mako IT Lab Pvt Ltd. in Chennai is seeking a hands-on Technical Customer Success Manager for SaaS integrations.

The role focuses on post‑go‑live support, ensuring stable integrations, proactive health checks, and smooth handoffs from delivery to ongoing operations. You will own customer engagements, coordinate with engineering, and guide customers through technical challenges, with a strong emphasis on data integrity, automation, and scalable integrations.

Qualificações

• 4+ years of experience in SaaS integrations and customer-facing tech roles.
• Strong understanding of REST APIs, integration workflows, and automation.
• Excellent communication and technical project management skills.

Responsabilidades

• Manage post-go-live SaaS integrations and customer success activities.
• Coordinate with engineering for issue resolution and improvements.
• Track requests, priorities, timelines, and deliverables.
• Provide regular status updates to customers and stakeholders.
• Documentation and knowledge sharing for integration operations.

Conhecimentos

SaaS integrations

Technical project management

API integrations

REST APIs

Customer-facing technical operations

Automation technologies

SDKs

Webhooks

Integration automation platforms

Ferramentas

SDKs

Webhooks

Integration automation platforms

Descrição da oferta de emprego

Position: Technical Customer Success Manager – SaaS Integrations

Experience: 4–7 Years

Location: Chennai (Work from Office)

Shift Timing: 2:00 PM – 11:00 PM IST

Employment Type: Full-Time

Department: Integrations / Customer Success

About the Role

We are looking for an experienced Technical Customer Success Manager with 4+ years of experience in SaaS integrations, technical project management, API integrations, and customer-facing technical operations.

The ideal candidate should possess a strong technical understanding of SaaS platforms, REST APIs, integration workflows, and automation technologies, along with excellent customer communication and project management skills.

This role will primarily focus on post-implementation customer success, ensuring seamless transitions from project delivery to ongoing operational support, maintaining integration stability, resolving technical challenges, and driving continuous improvements.

The candidate will act as the primary technical point of contact for assigned customers after their integration projects go live, collaborating with engineering, implementation, and customer stakeholders.

Key Responsibilities

1. SaaS Integration Management

• Understand and manage integrations between SaaS applications and third-party platforms.
• Troubleshoot API failures, authentication issues, data synchronization errors, and integration disruptions.
• Analyze integration workflows, field mappings, data transformations, and dependencies.
• Coordinate with engineering teams to resolve complex technical issues.
• Support integrations built using REST APIs, SDKs, webhooks, and integration automation platforms.
• Identify integration performance bottlenecks and recommend improvements.
• Ensure integrations continue functioning reliably when SaaS platforms or APIs change.

2. Technical Project Management

• Independently manage multiple customer integration accounts and post-go-live activities.
• Plan and coordinate bug fixes, enhancements, integration changes, and technical improvements.
• Track customer requests, issues, priorities, timelines, and deliverables.
• Manage technical dependencies and communicate risks proactively.
• Coordinate with developers, QA engineers, and Technical Leads for issue resolution.
• Provide clear and timely status updates to customers and internal stakeholders.
• Ensure proper documentation and adherence to internal delivery processes.

3. Post-Go-Live Customer Success

• Take ownership of integration projects after successful production deployment.
• Manage the transition from implementation teams to customer success operations.
• Ensure integration stability, reliability, and successful ongoing operations.
• Conduct periodic customer check-ins and technical health reviews.
• Proactively identify integration risks, failures, and customer concerns.
• Maintain strong customer relationships through proactive communication and technical guidance.
• Drive issue resolution and maintain customer satisfaction.

4. Incident Management & Technical Support

• Take ownership of customer-reported integration incidents.
• Perform initial technical investigation and root cause analysis.
• Coordinate incident resolution with the appropriate technical teams.
• Manage issue severity, priority, escalation, and communication.
• Ensure critical customer issues receive appropriate attention.
• Document incident findings, resolutions, and preventive actions.
• Work toward reducing recurring production issues.
• Monitor integration health, API failures, scheduled jobs, and data synchronization processes.
• Identify recurring issues and opportunities for automation.
• Recommend improvements to integration architecture and operational workflows.
• Coordinate preventive maintenance and integration upgrades.
• Improve monitoring, alerting, troubleshooting, and support processes.
• Contribute
• Position: Technical Customer Success Manager – SaaS Integrations
• Experience: 4–7 Years
• Location: Chennai (Work from Office)
• Shift Timing: 2:00 PM – 11:00 PM IST
• Employment Type: Full-Time
• Department: Integrations / Customer Success
• About the Role
• We are looking for an experienced Technical Customer Success Manager with 4+ years of experience in SaaS integrations, technical project management, API integrations, and customer-facing technical operations.
• This role will primarily focus on post-implementation customer success, ensuring seamless transitions from project delivery to ongoing operational support, maintaining integration stability, resolving technical challenges, and driving continuous improvements.
• The candidate will act as the primary technical point of contact for assigned customers after their integration projects go live, collaborating with engineering, implementation, and customer stakeholders.
• Contribution
• Take ownership of integration projects after successful production deployment.
• Manage the transition from implementation teams to customer success operations.
• Ensure integration stability, reliability, and successful ongoing operations.
• Conduct periodic customer check-ins and technical health reviews.
• Proactively identify integration risks, failures, and customer concerns.
• Maintain strong customer relationships through proactive communication and technical guidance.
• Drive issue resolution and maintain customer satisfaction.
• Work with customers to understand changing integration requirements.
• Communicate incident status, resolution plans, and expected timelines.
• Identify opportunities for additional integration enhancements and services.
• Collaborate with account management and delivery teams to improve the overall customer experience.
• Document customer specific technical requirements and configurations.
• Maintain troubleshooting guides, known-issue records, and support playbooks.
• Build reusable knowledge resources to improve support efficiency.

7. Documentation & Knowledge Management

• Maintain integration