Technical Account Manager

Dheya; Kozhikode district; On-site; INR 400,000 - 500,000; Full time

Benefits offered by this job

Direct exposure to enterprise email

Small senior team

Structured onboarding

Competitive compensation

Job summary

Mailercloud is a fast-growing SaaS email marketing automation platform trusted by global enterprises to design, send, and optimize high-volume campaigns. As a Technical Account Manager at Mailercloud, you will own a portfolio of enterprise client relationships—from onboarding through long-term growth.

Based at Government Cyber Park, Calicut, you will act as a trusted advisor, diagnosing deliverability issues, guiding CXOs, and helping clients expand usage of the platform while ensuring

Qualifications

• 2–5 years in Account Management or Customer Success in a SaaS environment.
• Strong client communication in English and Hindi across levels.
• Ability to diagnose email campaign issues without always escalating to a technical team.
• Comfort with CRM tools and disciplined account documentation habits.

Responsibilities

• Lead end-to-end onboarding for enterprise accounts — from technical setup and API integration through first successful campaign send.
• Run product training, workflow configuration, and go-live planning tailored to each client's use case.
• Build and maintain onboarding documentation, best-practice guides, and self-serve resources.
• Own a portfolio of enterprise accounts; monitor usage, engagement signals, and deliverability health to stay ahead of churn risk.
• Serve as the first line of technical guidance on deliverability, segmentation, automation workflows, and integrations.
• Collaborate with the Product and Deliverability teams to resolve escalated issues and close the feedback loop with clients.
• Identify and act on expansion signals — volume growth, feature gaps, new use cases — and convert them into upsell conversations.
• Build shared success definitions with each client at the start of an engagement; hold quarterly business reviews anchored on ROI metrics.
• Proactively defend renewals by ensuring clients see measurable value throughout the contract lifecycle.

Skills

Client communication

English language

Hindi language

Diagnose email campaign issues

CRM tools usage

Documentation habit

Tools

GlockApps

MXToolbox

Google Postmaster

Validity

APIs basics

Job description

Listening to customers Conflict Resolution Strategic Negotiations Business Relationship Building English speaking skill Enterprise Account Management Account Sales Strategies Cross Selling upsell Customer Relationship Management CRM Hindi Speaking skills Technical Support Trello Leadership API Integration

Mailercloud | Government Cyber Park, Calicut, Kerala | Full-Time | 4,00,000 – 5,00,000 per annum

ABOUT MAILERCLOUD

Mailercloud is a fast-growing SaaS email marketing automation platform trusted by global enterprises to design, send, and optimize high-volume campaigns. We help businesses achieve measurable ROI through intelligent automation, advanced segmentation, and best-in-class deliverability infrastructure.

ABOUT THE ROLE

As a Technical Account Manager at Mailercloud, you will be the primary owner of a portfolio of enterprise client relationships — from onboarding through long-term growth. This is not a support role. You will act as a trusted advisor who understands a client's email program deeply enough to challenge their assumptions, troubleshoot deliverability issues before they escal, and proactively surface opportunities to expand their usage of the platform.

You will be successful here if you are equally comfortable in a strategic review with a CXO and diagnosing a campaign configuration issue with a marketing ops team.

Office: Government Cyber Park, Calicut | Reporting to: Head of Customer Success

WHAT YOU’LL OWN

Client Onboarding & Enablement

• Lead end-to-end onboarding for enterprise accounts — from technical setup and API integration through first successful campaign send.
• Run product training, workflow configuration, and go-live planning tailored to each client's use case.
• Build and maintain onboarding documentation, best-practice guides, and self-serve resources.

Account Health & Retention

• Own a portfolio of enterprise accounts; monitor usage, engagement signals, and deliverability health to stay ahead of churn risk.
• Serve as the first line of technical guidance on deliverability, segmentation, automation workflows, and integrations.
• Collaborate with the Product and Deliverability teams to resolve escalated issues and close the feedback loop with clients.

Growth & Commercial Outcomes

• Identify and act on expansion signals — volume growth, feature gaps, new use cases — and convert
• them into upsell conversations without waiting for a sales prompt.
• Build shared success definitions with each client at the start of an engagement; hold quarterly
• business reviews anchored on ROI metrics, not activity reports.
• Proactively defend renewals by ensuring clients see measurable value throughout the contract lifecycle.

WHAT YOU BRING

Must-Have

• 2–5 years in Account Management or Customer Success in a SaaS environment.
• Strong client communication skills in English and Hindi across levels — operational teams to C-suite.
• Ability to diagnose email campaign issues — configuration, segmentation logic, automation flows without always escalating to a technical team.
• Comfort with CRM tools and disciplined account documentation habits.

Good to Have

• Solid understanding of email deliverability fundamentals: bounce handling, sender reputation, SPF/DKIM/DMARC, list hygiene, inbox placement.
• Prior experience on an email marketing or marketing automation platform (ESP, CDP, or equivalent).
• Familiarity with deliverability tools such as GlockApps, MXToolbox, Google Postmaster, Validity, or similar.
• Basic understanding of APIs and how ESP integrations work.
• Experience running QBRs or executive business reviews.

WHY JOIN MAILERCLOUD

• Direct exposure to enterprise email programs across industries globally — you will learn more about email deliverability here in 12 months than most roles offer in 5 years.
• A small, senior team where your work is visible and your suggestions on product and process are genuinely heard.
• Structured onboarding with dedicated ramp time — we set you up to succeed, not sink.
• Competitive compensation at 4–5 LPA with clear progression benchmarks.
• On-site role at our Calicut office — collaborative environment built around deep work.

One thing to know before you apply: This role will stretch you technically. If you have only managed relationships without ever opening a bounce report or understanding why an email landed in spam, there will be a learning curve. We are happy to invest in the right person — but intellectual curiosity about how email actually works is non-negotiable.